ABOUT THE ROLES: Responsible for the day-to-day operations of the Control Tower, assuring accuracy of documentation and reporting, monitoring of import and export shipments, acting as a key point of contact for company's Network Operations, Key Account Management and Customer. Develop company's activities in the reporting area in order to achieve and demonstrate the Service Level committed to Customers. This role consists in directing and coordinating the operations, the customer services in Asia Pacific.
WHAT YOU WILL BE DOING
Scheduling
• Plans activities within the assigned scope of work.
• Develop and implement new traffic routes/projects granted by client.
• Execute and control the implementation of activities in line with the validated Sales plan from Key Account.
• Ensure that plans are aligned at all times with Customers expectations
Monitoring
• Consistently monitor emails, respond in a timely and professional manner to Customers and company's Network.
• Responsible for utilizing T&T systems.
• Update continually the systems with current statuses from company's Network, Airlines, Shipping Lines, and Subcontractors.
• Alert company's network and customer when required (transport mapping deviation).
• Research, interpret and analyze data received from various sources and escalate any irregularities to appropriate Management.
• Manage Claims (if any).
Communications
• Maintains relationships with company's network (Operations and Customer Services) and customers to assure compliance with expectations and established procedures.
• Responsible for the preparation, delivery and confirmation of all assigned reports that pertain to the Control Tower.
• Research and provide information to Carriers, Customers, company's network (Operations and Customer Services).
• Conduct daily (test phase), weekly (day to day) conference calls/meetings and serve as liaison between Operations and Account Management.
• Act as a point person to relay Carriers concerns and/or issues with company's network and Customers.
• Manage and Update SOP, contact matrix, transport mapping
Others:
• Work closely with KAM/RAM and produce KPIs on weekly, monthly basis according to periodic reviews with the Customer.
• Conduct freight invoice compliance on regular basis to ensure billing accuracy from BLX Network to Customer.
• Communicate with IS/IT support groups to ensure system functionality and request enhancements.
THE SUCCESSFUL CANDIDATE
Essential:
• Bachelor degree or above;
• 5 years of experience in Freight Forwarding operations, coordination, customer service or other related experience managing both Air and Ocean
• Computer Skills. Intermediate/Advanced knowledge of Excel required.
• Must have PC knowledge and skills and ability to learn and use company and customer system(s).
• Possess good communication skills and influence skill
• Excellent English skill both written and verbal communication
Desirable:
• Previous customer service experience
• Prior experience using transport management systems preferred.
