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Forward Air Corporation · 1 day ago

White Glove Control Tower Manager

San Francisco, CA

Full-time

Onsite

Senior Level

$120K/yr - $135K/yr

5+ years exp

Forward Air Corporation is seeking a White Glove Control Tower Manager to oversee operational aspects of client shipments and ensure client satisfaction. The role involves building strong client relationships, analyzing account performance, and providing training and guidance to internal teams.

LogisticsService IndustryTransportation

Responsibilities

Build and maintain strong relationships with clients

Collaborate with internal teams to ensure client satisfaction and meet operational goals

Oversee the operational aspects of client shipments, including transportation, warehousing, and distribution

Analyze account performance and identify opportunities for improvement

Prepare and present reports to clients and internal teams

Serve as the primary point of contact for a portfolio of customers

Maintain regular communication with your customer, ensure service levels are met, and proactively address any issues or concerns

Continuously assess and improve logistics solutions to align with client expectations and market developments

Track and report on key performance indicators (KPIs) to ensure service quality, compliance, and contract performance are maintained

Coordinate and supervise corrective actions when performance issues arise

Provide training and guidance to internal teams on client requirements and expectations to ensure alignment and optimal service delivery

Act as an escalation point for any service-related issues, ensuring that problems are resolved promptly and efficiently

Qualification

Freight forwarding operationsAccount managementMicrosoft OfficeTMSWMS systemsMultitaskingCommunication skillsProblem-solving skillsTeam orientedAttention to detail

Required

5 years freight forwarding operations / account management - shipping/logistics experience preferred

PC proficient with a comprehensive understanding of Microsoft Office applications and ability to learn company's TMS and WMS systems

Strong attention to detail and ability to handle high volume of transactions

Ability to multitask and to react well under pressure

Identifies and resolves problems in a timely manner

Adapt and able to deal with frequent changes in the work environment

Strong communication skills both verbal and written

Ability to interface cross-functionally and coordinate efforts with other organizations (Sales, Operations, International, IT, and Finance)

Decision making and problem-solving skills

Team oriented Ability to identify and resolve problems in a timely manner

Must be team oriented and foster the same environment

The Customer Service Manager will report directly to the Senior Operations Manager and interface daily with personnel across the organization. This individual will manage a diverse group of Account Managers, Customer Service Representatives and Logistics personnel

Knowledge of Microsoft Office Suite, Adobe Acrobat, Power Point and Excel