White Glove Control Tower Manager

Position title: White Glove Control Tower Manager

Available Schedule: Monday through Friday, 8: 00 - 5:00 PM

Compensation: 120,000 -135,000 annual

• Build and maintain strong relationships with clients
• Collaborate with internal teams to ensure client satisfaction and meet operational goals
• Oversee the operational aspects of client shipments, including transportation, warehousing, and distribution
• Analyze account performance and identify opportunities for improvement
• Prepare and present reports to clients and internal teams
• Serve as the primary point of contact for a portfolio of customers
• Maintain regular communication with your customer, ensure service levels are met, and proactively address any issues or concerns.
• Continuously assess and improve logistics solutions to align with client expectations and market developments.
• Track and report on key performance indicators (KPIs) to ensure service quality, compliance, and contract performance are maintained.
• Coordinate and supervise corrective actions when performance issues arise.
• Provide training and guidance to internal teams on client requirements and expectations to ensure alignment and optimal service delivery.
• Act as an escalation point for any service-related issues, ensuring that problems are resolved promptly and efficiently.

• 
  5 years freight forwarding operations / account management - shipping/logistics experience preferred.
• PC proficient with a comprehensive understanding of Microsoft Office applications and ability to learn company’s TMS and WMS systems.
• Strong attention to detail and ability to handle high volume of transactions.
• Ability to multitask and to react well under pressure.
• Ability to multitask and react well under pressure.
• Identifies and resolves problems in a timely manner.
• Adapt and able to deal with frequent changes in the work environment.
• Strong communication skills both verbal and written.
• Ability to interface cross-functionally and coordinate efforts with other organizations (Sales, Operations, International, IT, and Finance),
• Decision making and problem-solving skills.
• Team oriented Ability to identify and resolve problems in a timely manner.
• Must be team oriented and foster the same environment.
• The Customer Service Manager will report directly to the Senior Operations Manager and interface daily with personnel across the organization. This individual will manage a diverse group of Account Managers, Customer Service Representatives and Logistics personnel.
• Knowledge of Microsoft Office Suite, Adobe Acrobat, Power Point and Excel.