Senior Control Tower Executive- Logistics Customer Service

Leadership & Supervision: Supervise daily operations of the Control Tower team; provide coaching, guidance, and performance evaluations to ensure team KPIs and SLAs are met.
Performance Monitoring: Monitor and analyze performance metrics for logistics, warehousing, and transportation activities. Identify gaps and recommend corrective actions.
Issue Resolution: Escalate and resolve operational issues in a timely manner. Act as point of contact for complex or high-impact customer complaints.
Customer Management: Ensure all customer inquiries and cases on the Global Case System are handled efficiently and accurately. Support customer satisfaction through proactive communication.
Process Improvement: Identify process gaps and lead the implementation of enhancements to improve service quality and operational efficiency.
Coordination & Communication: Act as a liaison between internal teams (e.g., Operations, Sales, CS) and external customers to ensure smooth workflow and timely execution.
Documentation & Compliance: Oversee the preparation and accuracy of shipping, inventory, and warehouse documents. Ensure compliance with company policies and customer requirements.
Reporting: Prepare and present reports and dashboards related to team performance, customer SLAs, and operational KPIs.

Job Requirements - Experience and Education

Bachelor’s degree in business or related fields.
Minimum 3–5 years of experience in logistics, warehousing, or customer service, including 1–2 years in a supervisory or team leader role.
Strong understanding of logistics operations and WMS systems.
Excellent English communication skills – spoken and written.
Strong leadership, problem-solving, and decision-making skills.
Proficiency in MS Office (Excel, Word, PowerPoint, Outlook).
High attention to detail, time management, and the ability to work under pressure.
Experience in handling customer escalations and performance reviews.

Building Outstanding Teams

Collaborate & break silos

Execution & Accountability

External focus

Growth mindset

Inclusion

Innovation

Setting a clear direction

Simplification

Leadership & Supervision: Supervise daily operations of the Control Tower team; provide coaching, guidance, and performance evaluations to ensure team KPIs and SLAs are met.
Performance Monitoring: Monitor and analyze performance metrics for logistics, warehousing, and transportation activities. Identify gaps and recommend corrective actions.
Issue Resolution: Escalate and resolve operational issues in a timely manner. Act as point of contact for complex or high-impact customer complaints.
Customer Management: Ensure all customer inquiries and cases on the Global Case System are handled efficiently and accurately. Support customer satisfaction through proactive communication.
Process Improvement: Identify process gaps and lead the implementation of enhancements to improve service quality and operational efficiency.
Coordination & Communication: Act as a liaison between internal teams (e.g., Operations, Sales, CS) and external customers to ensure smooth workflow and timely execution.
Documentation & Compliance: Oversee the preparation and accuracy of shipping, inventory, and warehouse documents. Ensure compliance with company policies and customer requirements.
Reporting: Prepare and present reports and dashboards related to team performance, customer SLAs, and operational KPIs.

Bachelor’s degree in business or related fields.
Minimum 3–5 years of experience in logistics, warehousing, or customer service, including 1–2 years in a supervisory or team leader role.
Strong understanding of logistics operations and WMS systems.
Excellent English communication skills – spoken and written.
Strong leadership, problem-solving, and decision-making skills.
Proficiency in MS Office (Excel, Word, PowerPoint, Outlook).
High attention to detail, time management, and the ability to work under pressure.
Experience in handling customer escalations and performance reviews.

Building Outstanding Teams

Collaborate & break silos

Execution & Accountability

External focus

Growth mindset

Inclusion

Innovation

Setting a clear direction

Simplification