Control Tower Lead

Job description

**Purpose of the function** To keep customer stay in our company To stay in tune of our customer satisfaction To increase Long-Term Loyalty to Keep Competition out To identify and Plan customer-centric strategies ### Operational Responsibilities (a) Be the sole operations entry point for identified customer and proactively engage with customer’s requests and spot projects. (b) Assist to set clients strategize getting the most from SLA. (c) Work closely with various departments and entities in Taiwan and other regions/overseas to ensure expectations are met as per agreement, rectify matters, ensure smooth communication and coordination of operational gaps and any account management related subjects. (d) Responsible for identifying, articulating and proposing preventive and corrective actions in the event of operational mishaps and ensure alignment of deliverables to support and strengthen the objectives of the account. (e) Co-ordinate day-to-day operational status among multiple offices(s), give in overview to client. (f) Evaluate the need to involve account owner (sales) in making adjustment on rate and service competence. (g) Centric view (National / Regional if not Global) on account performance; (h) Regularly review and communicate with branch operation on Customer SOP (CSOP) expectation. (i) Digest, interpret CSOP to incorporate with CP process and system use, maintain and develop Internal Operational SOP (OSOP). (j) Gather goal, plans, and challenge. Debrief on expectation to deploy onto ground (operators across branches) (k) Assist to recover new solution per customer demand + support roll out to 1. internal operation 2. client face. (l) Flexible with alternative solutions in the event of any deviations at a geographical level and ensure timely communication with the customer upon identifying any potential risks. (m) Work with sales team, provide support in preparing any back-up solution pricing in any state of force majeure or highly risked shipments. (n) Review KPI reports, performance analysis and initiate continuous improvement initiative to exceed expectations. (o) Develop common key index in monitoring trend and status across group of on boarded key customers (p) Regular review on account procedure, supporting contend and its complexity, maintain the CT desk model at resilience level (q) Categorize CT account bases, co-ordinate with sales and operation key stakeholder in formulizing a workable plan. ### Leadership Responsibilities (a) Cooperate with the HR department to recruit new employees for own team (b) Responsible for the onboarding and training of new team members (c) Coaches, mentors and develops own team members (d) Sets and evaluates performance targets for each subordinate (e) Conducts appraisal interviews with subordinates, according to company rules (f) Manages underperformance of subordinates, if needed (g) Performs continuous check and update of subordinates’ job specific know-how, suggesting and delivering trainings when needed (h) Responsible for the compliance of department´s employees with the company rules and regulations (i) Maintains and encourages transparent and open communication within own team, fosters a spirit of teamwork and unity ### General Responsibilities (a) Communicates in a polite and professional manner (b) Acts with good faith, in the interest of the company (c) Abides by all company´s internal and legal rules and regulations (d) Shows diplomacy when handling conflict situations. Request written opinion and escalate the problem as soon solution is beyond own authority level (e) Performs additional tasks, assigned by the employer as per employee’s qualification and role, according to company’s operational needs (f) Uses company’s goods and equipment’s according to their destination, and only in the interest of the job (g) Does not disclose own passwords, nor passes on access card or key to anyone ### Minimum Education/Qualifications/Experience **Experience** - Solid knowledge on freight forwarding core products on Sea focused plus Combine Transport. - Strong operational background - Good connection with shipping lines is preferable - Able to exchange with Account Owner (Sales) in describing the business context and its operational status - forecast with risk and opportunities - Good sales knowledge with strong rapport building skills **Education / Qualification** - Bachelor’s Degree or equivalent in a relevant business related field. - Minimum 5 years Sea Cargo management experience required. - Excellent written and oral communication skills, in both English and Chinese; - Be flexible in response to ad hoc changes in responsibilities​. - Positive mind set - Strong problem-solving abilities