Assistant Manager, Control Tower

Job Accountabilities:

External

• To design, establish and perform an overall RCT role of account management upon the specific customer Control Tower job scope definition (Order/Shipment management, Performance management, Exception management, Billing management…etc.)
• To evaluate the detailed business requirements and follow up with the necessary optimization/adjustment based on the can-do contract commitment
• Initiate continuous improvement to processes and systems in service provision and service recovery through frequent and scheduled audits and analysis of service incidents and complaints.
• Establish and maintain the service recovery system to ensure service failures (primarily claims and complaints) are promptly recovered to the satisfaction of customers to minimize negative impact on long term customer loyalty
• Coordinate the customer review meetings, settle the unrecognized performance failures, make the mutual agreement on service quality delivery
• Assure regular communication with country/regional teams for all business requirement can be properly deployment in all different levels
• Support new/expanded business and customer projects

Internal

• Work with internal stakeholders for the decision/adjustment of service level improvement based on business factors analysis (e.g.. unreasonable SLA due to market change, Covid impact…etc.)
• Responsible for performance evaluation with internal team, drive for continuous process improvements and cost savings initiatives as applicable.
• Engagement of department innovation solution on cost saving, automation solution, resource utilization…etc.
• Comply to the resource allocation and task assignment to achieve the service commitment and make the necessary productivity and working efficiency improvement.
• Overall product benefit & interest safeguard and amplification

Job Requirements:

• Colleague degree & equivalent
• Over 5 years of customer service/operation/product experience preferably in the Freight Forwarding and logistics industry
• Fluent spoken and written English
• In depth knowledge of AFR, OFR product and other transportation models
• Knowledge of international business trade
• Good time management skill
• Good team management skill
• Strong coaching and people development skills
• Good MS (Excel/PPT/Word etc.) skills
• Good presentation skill
• Good analytical skill
• Strong organization/facilitation skill
• Good interpersonal and social skills – across cultural boundaries
• Regional Asia Pacific exposure preferred