Control Tower Manager - JCB | Supply Chain Manager

Control Tower Manager - JCB | Supply Chain Manager

Maersk is a global leader in integrated logistics and have been industry pioneers for over a century. Through innovation and transformation, we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.

The Opportunity:

The Control Tower Manager, ensures excellent customer service for Maersk's clients. They lead the client-facing teams, acting as the main contact for customers, handling queries, managing escalations, and coordinating with Internal and external stakeholders. Their focus is on delivery on KPIs, customer retention, employee engagement and identifying opportunities for cross-selling and upselling.

The role will be based out of the customer’s facility in Pooler, Georgia, USA and will involve working directly with his/her team that is also onsite and with customer and the different Maersk global and regional Teams. The Control Tower Manager collaborates to optimize customer profitability and works on new customer programs and projects. The role will also contribute to bringing continuous improvement, innovation recommendations for our customer and implementation and successful running of any new customer program developments.

Maersk employees should embody company values and cultural behaviors, supporting the long-term vision.

Focus:
Support customer decision making process for establishing Logistics Operations to support the San Antonio Plant.

• Lead the identification of customer’s Supply Chain needs/ pain points and develop tailored Maersk value proposition to fit customer needs.

Key Responsibilities:

• Understand the supply chain SCM account’s business requirements and the end-to-end program which Maersk has committed, then execute according to defined IOPs, SOPs, and KPIs.
• Responsible for Ocean operations, 3PL, domestic transportation, airfreight, and liaise with brokers and other relevant parties on the customer side and warehouse.
• Responsible for ensuring seamless operations for the customer as the lead logistics partner, managing the customer’s ocean, air and trucking shipments through the team.
• Understand invoicing and financial operations, including rate management and billing. Ensure that billing is done timely and accurately. While managed by an offshore team we need to ensure we are billing on time and being paid timely.
• Build and maintain long-term relationships with customers.
• Ensure customer requests are being handled timely and with constant care.
• Improve customer and team satisfaction while promoting Customer Satisfaction and Employee Engagement.
• Proactively identify program exceptions, then troubleshoot and solve accordingly.
• Lead and coach the team daily, including regularly monitor team performance and address improvement areas. Proactively monitor team capacity.
• Ensure the teams are properly trained to execute the best performance. Strong people management skills – ability to attract and retain talent in the organization. Responsible for hiring processes and talent development.
• Drive ownership, proactive identification and resolution of issues and delivering results with a sense of urgency.
• Improve submitted data quality through compliance checks, root cause analysis and ensuring robust processes are in place or implemented.
• Drive standardization and optimization, while identifying improvement opportunities and delivering cost savings.
• Keep abreast of market trends and market intelligence.
• Responsible for Account Key Performance Indicators, alignments across teams supporting the account.
• Propose value creation and improvement projects with customers.
• Analyze gaps between operational service levels and data output and make recommendations to address identified gaps.
• Prepare and present Account KPIs, Dashboards, and any other report defined or needed for the account.
• Generate program initiatives for improvements, cost savings, and adding value for the customer.
• Be able to budget and forecast on a monthly and yearly basis.
• Follow up on billing needs for the account and provide visibility to customers on Statement of Accounts.
• Perform other position-related duties as…