Control Tower Agent Jobs

Mission

To provide support to the OKAM and Account Owner(s) to develop first class customer relations. To achieve operational excellence through enforcing customer SOPs, pro-active action, analysis, promote continuous improvement with key stakeholders. Work closely with stakeholders to optimize and build reports that are required by Tier 1 & 2 accounts that can be used for data analytics that will improve Bollore’s operational service, business development and continuous improvement plans.

Monitor CT Customer’s Activities

• Lead periodic conference calls with network point of contacts in reviewing new changes / implementation on processes of performance review, standard operating/transportation plans, dashboards report
• Ensure that contractual rates and agreed plans are closely followed and always aligned with Customer’s expectations
• Consistently monitor emails and respond in a timely and professional manner to Customers and Bollore network in order to provide full visibility to Customers
• Proactively monitor and alert internal network point of contacts and Customers in the event of any service deviations from the standard transportation mapping
• Responsible in building and maintaining clear communication and escalation matrix with customers and internal network for ease and simplicity through point of contact and escalation
• Responsible and familiarize with track & trace systems (LINK)
• Collaborate regularly through communications with internal network point of contacts on any irregularities, troubleshooting with well prepared and constructive information to Customers in swift and timely

Business Support

• Communicate and enforce Client SOP requirements within the network
• Collaborate closely with OKAM & Account Owner(s) in supporting business review materials on periodic basis (monthly & quarterly)
• Monitor the performance and highlight ambiguities or actions needed to concerned stakeholders
• Provide consolidated views of customers’ claims (complaints) and facilitate action plans on recurrent issues
• Proactively working with the network on alternative solutions in the event of any deviations from customer expectations
• Ensure BLX internal stakeholders communicate with customer on constructive solutions and corrective actions as per Customers’ request and agreement

Requirements

High school diploma or general education degree (GED); a minimum of 3-5 years experience in the flow management/control tower/IFF contract operations management/key accounts

Skills & Capabilities

• Very good knowledge of freight forwarding operations and processes
• Analytical, objective, optimistic, self-motivated to resist constant stress or negative atmosphere Must have logical, approachable interpersonal skills, listening to feedback is utmost important
• Ability to deal with problems involving several concrete variables in standardized situations
• International Freight Forwarding (knowledge in Supply Chain and/or Logistics will be a plus)
• Good command of Microsoft Office tools (Excel, Power Point) Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form

Benefits

Bollore has to offer:

• Generous benefits package, including health insurance (medical, dental and vision)
• Life insurance & disability
• Competitive compensation
• Career advancement
• 401(k) matching
• Discretionary bonus
• Paid time off / Holidays

Bollore Logistics is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.