Control Tower Specialist / Supervisor Full Time

Summary
The Control Tower Executive serves as the regional, dedicated customer support contact for all day-to-day logistics and shipment-related inquiries. This role is responsible for proactive exception management, ensuring customers are promptly informed of any issues that may impact transit time. The Control Tower Executive will work closely with internal and external stakeholders to resolve shipment disruptions quickly while maintaining clear, consistent, and customer-focused communication.

Key Responsibilities
Operational & Customer Support
-Monitor and track customer bookings and shipments; provide timely status updates and highlight delays.
-Deliver professional, high-quality customer service across all communication channels.
-Identify potential risks such as delays, damages, and losses, and escalate promptly.
-Act as the communication bridge between customers, Account Management, Operations, and Product teams.
-Provide proactive exception management and issue resolution.

Coordination & Compliance
-Coordinate effectively between origin and destination offices to ensure seamless shipment flow.
-Ensure global SOP compliance for Lam Research and maintain SOP documentation accurately and promptly.
-Support Account Management in preparing ad-hoc quotations when needed.
-Prepare and analyze operational and performance reports.
-Contribute to developing new solutions and process improvements based on customer requirements.
-Ensure adherence to company policies, safety standards, and regulatory requirements.
-Participate in performance review meetings (e.g., QBR) as required.

Supervisory Responsibilities
-Support the Manager in overseeing and guiding the team.
-Identify operational issues, troubleshoot effectively, and follow up on customer complaints.
-Coordinate with relevant departments to investigate service failures and provide timely updates to customers.
-Provide backup support across accounts to ensure service continuity.
-Foster a positive environment that encourages professional growth and development.

Additional Responsibilities
-Comply with HR policies, company Code of Conduct, confidentiality rules, and safety standards.
-Adapt to evolving business needs; additional duties may be assigned as required.
-Understand that responsibilities may be modified or expanded at management’s discretion.

Qualifications
-Excellent organizational, written, and verbal communication skills.
-Strong customer service orientation with solid problem-solving abilities.
-Flexible, adaptable, and able to respond to changing demands.
-Proficient in Microsoft Office; familiarity with CargoWise is an advantage.
-Detail-oriented with strong multitasking ability and a commitment to meeting deadlines.
-Capable of working both independently and as part of a team.
-Results-driven, with the ability to troubleshoot operational issues effectively.
-Good interpersonal skills and the ability to collaborate positively with colleagues at all levels.
-Strong analytical, coordination, and program management capabilities.
-Sound understanding of logistics, transportation, and freight forwarding operations.