SUMMARY:
The control tower is a specialized structure that is responsible for controlling the logistics flow from the clients, bringing full visibility of the information and scope in a series of platforms. Meanwhile, Control tower focuses on a positive customer experience and being the expert of all account related activities, ensure JAS deliver right service performance as basic for business retention and growth. The Scope of work may change depending on customers’ demand, the JD at least include below activities but not limited:
ESSENTIAL FUNCTIONS:
61 To overall supervise and oversee the performance of the assigned accounts, an escalation contact to customer for critical emergency management beyond the regular business executions.
61 Participate and ensure regular MBR/QBR materials can be demonstrated with actual business situations
61 Identify, foresee, escalate and coordinate any potential risks & abnormal issues like the delay, damages, loss etc.
61 Act as primary escalation contact for customer regarding operation issues.
61 Overall monitoring and analysis the shipments’ status, milestone, thought the daily report timely and notify the site to complete in time to ensure JAS provide committed service KPI. Address data quality/ quantity issue to relevant countries, involve KAMs and management if needed.
61 Defend service performance and manage customer expectations.
61 Root cause analyze and drive improvement actions to resolve operational and performance issues.
61 Ensure the SOP is maintained timely & completely and inform all the involved Origin and Destination offices, and support maintain SOP according to actual / updated requirement from customers.
61 Assisting with implementing new products or trade lane for assigned customers.
61 Centralize assist in quotation and make corresponding records.
61 Centralize PO management /3PL or 4PL management.
61 Centralize reporting, e.g. KPI Performance/ milestone tracking / Billing /forecast & lifting.
61 Special projects centralize management.
QUALIFICATIONS:
61 Computer skills including Microsoft Office suite, Excel and operational system (C1, forward, etc.).
61 Good communication and collaboration skills.
61 Good spoken English and Mandarin.
61 Good knowledge of Ocean ,Air product, forwarding and supply chain management flow EDI data flows.
61 Good knowledge of performance management and process improvement concepts.
61 Strong sense of responsibility and teamwork serve customer centricity.
61 Good staff coaching and communicative skills.
61 Positive, independent thinking, problem solving -oriented.
EDUCATION AND EXPERIENCE:
61 Bachelor’s degree or above.
61 5 years+ Control Tower/ OKAM/ Large account support or similar work experience, the background for global forwarder will be preferable.
61 At least 2-3 years of experience of team management.