Job Description

The role of a Regional Control Tower (RCT) is to manage at a Regional level: Customer satisfaction through the Control Tower SOP, pro-active actions and analysis, develop customer business, propose improvement and new solutions, deal with crisis and lead action plans. It helps the front and back office to optimize operations and competitiveness, develops business and strengthens financial performance.

What you will be doing: Reporting to the RCT Manager, the RCT Customer Account Lead acts as a customer account lead responsible for: Monitoring customer’s activities

• Consistently monitor emails and respond in a timely and professional manner to Customers and Bollore network in order to provide full visibility to Customers
• Responsible and familiarize with track & trace systems (LINK)
• Continuous update through communications on current statuses from Bollore network, international carriers and sub-contractors, troubleshooting any irregularities and well prepared to construct information flows smoothly and timely to customers
• Proactively alert Bollore network and Customers in the event of any service deviation from standard transport mapping
• Ensure that contractual rates and agreed plans are always closely followed and aligned with Customers’ expectations
• Work closely with RAM/GAM in preparing business reviews materials on periodic basis (monthly & quarterly)
• Lead periodic conference calls with Customers Control Tower or Key Contacts in reviewing the Dashboard Reports and time critical shipments

Transformation & improvement

• Active participation in business reviews together with RAM/KAM to present our contractual performance and identify common service issues
• With support of peers, able to relate to customer in transposing recurrence service issues (through the monthly performance analysis) into any improvement level that could value add to next KPI performance

Risk & business continuity

• Able to work on alternative solutions in the event of any deviations that may be at geographical level
• Identify, evaluate and adequately define any potential risk of circumstances to mitigate any severe delays, deviations or financial loss to Customers by proactively informing them
• Adapt quick and flexible ideas to transfer the risk management into alternative solutions to ensure any service disruption could be recovered smoothly
• Prepare to outline back up planning (BCP) with Bollore network to assure Customers of their activities at minimal disruption or adjustment
• Support in preparing back-up solution pricing at cost (for internal record) and selling (with reasonable bracket of margin for customer) in any state of force majeure or highly risked shipments that could be aligned to all customers in similar situation

The successful applicant:

• At least 3 years of experience in flow management / control tower / IFF contract operations management / key accounts
• Solid knowledge of freight forwarding operations and processes
• Proficiency in MS Office applications
• Excellent communication and interpersonal skills
• Customer centric

We invite interested and qualified candidates to submit resume for consideration. We regret that only shortlisted applicants will be contacted.