Control Tower Manager

Control Tower 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.

At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organisation reflect and understand the customers we exist to serve. With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics.

Join us as we harness cutting-edge technologies and unlock opportunities on a global scale. Together, let's sail towards a brighter, more sustainable future with Maersk.

What we offer:

This is an exciting career opportunity in an international, challenging business setting known for diversity and being a high paced environment. You will get to focus on creating valuable relations with current and new customers and work with highly professional teams in an environment where you will be valued, recognized and well rewarded.

You will work with amazing and diverse colleagues with a deep sense of commitment to live Our Values and together, go all the way for our customers, society and for each other.

The Opportunity:

The Control Tower (CT) Manager is responsible for delivering
Maersk's value proposition through excellent customer service
delivery to assigned customer.

The CT Manager leads the Client facing teams which act as the
single point of contact for the customers and are focused on query
resolution, escalation management, coordination with the Program
and Commercial Management teams for the respective customer
segments. This position also holds the primary responsibility for
customer retention and continuous improvement of the customer
solution.

The CT Manager engages directly with the Regional / Global
Account and Program Managers in order to drive optimization of the
customers and works closely with the program and implementation
for any new customer program developments and project
implementations.

As a Maersk employee, should live our values and follow company
cultural behaviors to be seen as a value adding resource and support
our long-term vision of integrator.

Key Responsibilities:

* The CT Manager is responsible for delivering Maersk's
value proposition through excellent customer service
delivery.
* 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 liaises with brokers and other
relevant parties on customer side and warehouse.
* Builds and maintains long term relationship with customer,
and internal operational and customer service network.
* Proactively identify exceptions, seek right support for
solution and support with resolution.
* Lead, coach and develop the team while regularly
monitoring team performance.
* Improve customer and team satisfaction while promoting
EES and CSS
* Improve submitted data quality through compliance checks,
and highlighting exception to Program/Account teams.
* Support with financial controls and profitability of the
customer, including effective resource management,
budgeting and invoicing support for the FINOPs teams.
* Build Strong Customer Relationships through stakeholder
management and customer centricity

Accountabilities:

* Formulates and executes a local customer service strategy
in order to deliver on the global and local strategy, targets
and priorities.
* Maintains a dynamic and scalable customer service
organization where resources are managed effectively and
efficiently.
* Cultivates customer relationships and listens to the voice of
the customers. Be the voice of the customer within Maersk.
* Drives continuous improvements, monitors performance
against established KPIs and targets and takes corrective
action as required. Responsible for Account Key Performance Indicators, alignments across teams
supporting the account.
* Drives standardization and optimization, analyse gaps
between operational service levels and data output and
make recommendations to address identified gaps.
* Follow up on billing needs for the account and provided
visibility to customer on SOA.

We are looking for:

* Bachelor's Degree, Diploma or equivalent with at least 5
years of functional experience in transportation or logistics
required.
* Solid Supply Chain Management and Shipping operations
background. Understanding of legal / commercial
framework and documentation related to contracts of
carriage for AIR, FCL, LCL, Intermodal transport, and
international trade
* Visible driving force of Maersk Values and winning
behaviours.
* Familiarity with Maersk Policies and Processes relating to the
following is preferred
* All applicable Maersk systems and processes
* Excellent written and verbal communication skills.

* Customer and people oriented
* MS Office tools, data analytics and reporting.
* A strong execution minded individual with financial technical
skills, analytical ability, good judgment and strong
operational focus including analytical and troubleshooting
skills.
* Knowledge of logistics market
* Focus on delivering high quality work
* Excellent conflict resolution and problem-solving skills

Job Type:

Full Time

Salary:

$80,000 - $110,000

(salary range to be agreed upon with hiring manager)

Benefits:

Full time employees are eligible for Health Insurance, Paid Time Off, and 401k Match.

The above stated pay range is the anticipated starting salary range for this position. The Company may adjust this range in light of prevailing market conditions and other factors such as location.The Company will work directly with the selected candidate(s) on the final starting salary in accordance with all applicable laws.

Notice to applicants applying to positions in the United States

You must be authorized to work for any employer in the U.S.

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing accommodationrequests@maersk.com.