Purpose of the Job

Lead and supervise the Control Tower team, and responsible for monitoring logistics, transportation, warehousing, and documentation processes. Ensure optimal performance, customer satisfaction, and continuous improvement across the operation, and managing key accounts.

Job Description

• Leadership & Supervision: Supervise daily operations of the Control Tower team; provide coaching, guidance, and performance evaluations to ensure team KPIs and SLAs are met.
• Performance Monitoring: Monitor and analyze performance metrics for logistics, warehousing, and transportation activities. Identify gaps and recommend corrective actions.
• Issue Resolution: Escalate and resolve operational issues in a timely manner. Act as point of contact for complex or high-impact customer complaints.
• Customer Management: Ensure all customer inquiries and cases on the Global Case System are handled efficiently and accurately. Support customer satisfaction through proactive communication.
• Process Improvement: Identify process gaps and lead the implementation of enhancements to improve service quality and operational efficiency.
• Coordination & Communication: Act as a liaison between internal teams (e.g., Operations, Sales, CS) and external customers to ensure smooth workflow and timely execution.
• Documentation & Compliance: Oversee the preparation and accuracy of shipping, inventory, and warehouse documents. Ensure compliance with company policies and customer requirements.
• Reporting: Prepare and present reports and dashboards related to team performance, customer SLAs, and operational KPIs.

Job Requirements - Experience and Education

Leadership Behaviors

Skills