Control Tower Management Specialist

As part of the Regional Control Tower team, this role will lead a top account, working with other stakeholders in the APAC region to ensure customer’s requests and requirements are met, troubleshoot operational difficulties and provide innovative solutions to improve future performance.What you will be doing 1) Monitor customer’s activities - Communication & Escalation•Consistently monitor emails and respond in a timely and professional manner to Customers and CEVA network in order to provide full visibility to Customers•Responsible and familiarize with track & trace systems (LINK)•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•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.•Proactively monitor and alert internal network point of contacts and Customers in the event of any service deviations from the standard transportation mapping.•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 2) Improvement - Business Review Support & Claims Management•Collaborate closely with RAM in supporting business review materials on periodic basis (monthly & quarterly)•Active participation in Customers’ business reviews together with RAM to present analysis of contractual transportation service performance and identify common / recurrence service issues with analysis and structured improvement plan that could value add to next KPI level•Regular engagement with Customers to propose and share improvement process and action plans•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•Ensure CEVA internal stakeholders communicate with customer on constructive solutions and corrective actions as per Customers’ request and agreement 3)Anticipate - Back Up / Rush Solution & Alert Management•Proactively source for alternative solutions and execute with mutual agreement with Customers. Identify, evaluate and adequately define any potential risk of circumstances to mitigate any severe delays, deviations or financial loss to Customers by proactively communicating with them•Ability to work on alternative solutions in the event of any deviations that may be at geographical level•Adapt quick and flexible ideas to transfer any risk management into alternative solutions to ensure any service disruption could be recovered smoothly•Support in preparing back-up solution with CEVA network point of contact in any state of force major or highly risked shipments to assure Customers of their activities at minimal disruption or adjustment•Proactive communication to Customers of all potential and current impacts for their related shipment activities and sharing market update specific to events that occur in country / region•Follow the process on structured alert management to communicate with Customers proactively on specific event description, duration of event, potential / impact of customers and action plans / BCP The successful candidateEssentialAt least a Bachelor’s degree in Business, Logistics & Supply Chain or a related field of studyAt least 3 year's experience in customer support on key accounts / international freight forwarding contract operations managementExcellent knowledge of freight forwarding in air, sea, customs brokerage and processesGood command of Microsoft Office tools (Excel, Power Point)Customer-centric mindsetDesirableKnowledge in DG CargoPositive attitude with service improvement mindsetMeticulous and ability to organize & prioritize to follow through tasks till objective being achieveAbility to work independently in a fast-paced environment