Control Tower Agent

Ceva Logistics

United States, New Jersey, Lyndhurst

Jan 25, 2025

Mission

To provide support to the OKAM and GAM to develop first class customer relations. To achieve operational excellence through enforcing customer SOPs, pro-active action, analysis, promote continuous improvement with key stakeholders. Work closely with stakeholders to optimize and build reports that are required by Tier 1 & 2 accounts that can be used for data analytics that will improve Bollore's operational service, business development and continuous improvement plans.

Activities

A. Monitor CT Customer's Activities

A1. Consistently monitor emails and respond in a timely and professional manner to Customers and Bollore network in order to provide full visibility to Customers

A2. Responsible and familiarize with track & trace systems (LINK)

A3. 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

A4. 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.

A5 Proactively monitor and alert internal network point of contacts and Customers in the event of any service deviations from the standard transportation mapping.

A6. 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

A7. Ensure that contractual rates and agreed plans are closely followed and always aligned with Customer's expectations.

B. Business Support

B1. Collaborate closely with OKAM & GAM in supporting business review materials on periodic basis (monthly & quarterly)

B2. Monitor the performance and highlight ambiguities or actions needed to concerned stakeholders

B3. Proactively working with the network on alternative solutions in the event of any deviations from customer expectations.

B4. Provide consolidated views of customers' claims (complaints) and facilitate action plans on recurrent issues

B5. Ensure BLX internal stakeholders communicate with customer on constructive solutions and corrective actions as per Customers' request and agreement

B6. Communicate and enforce Client SOP requitements within the network.

Working relations
Internal working relations	Bollore Network Bollore TEKA & OKAM Relevant Stakeholders managing the top customers in all Bollore Network (worldwide)
External working relations	Moderate Contact with Clients

General working conditions
Reporting lines	Control Tower Manager Functional: Director, Key Account Operations
Supervised functions	None
Resources/tools	Microsoft Office Tools (i.e. Word, Excel, Powerpoint, etc...), LINK, TrackAdmin
Budget available
Special working conditions

SKILLS / CAREER STEPPING STONES / PERFORMANCE CRITERIA
TECHNICAL	Must demonstrate autonomy and proactiveness Ability to create relationships in a network and with Key Stakholders Excellent verbal and written communication skills

	Strong capacity of analysis Detail oriented Must demonstrate proficiency in Microsoft Office Experience in Freight Forwarding Industry
BEHAVIOURAL	Meticulous with good analytical & problem-solving skills Resourceful and curious (with an inquisitive mind) Independent and fast learner (with minimum supervision) Ability to adapt to a fast-paced working environment, with excellent organization skills and ability to multi-task Work with integrity and responsibility Team player and knows how to have fun!
LANGUAGE LEVELS REQUIRED	Excellent level of English (both oral & written) with strong interpersonal communication skills
CAREER STEPPING STONES PERFORMANCE CRITERIA

Our Organization is an equal opportunity employer. It is company policy that there shall be no discrimination against any employee or applicant on the basis of race, color, creed, ancestry, ethnic origin, gender, sexual orientation, marital status, family status, disability and/or age (as prescribed by law).

Please note: Legitimate CEVA Logistics recruitment processes include communication with candidates through recognized professional networks, such as LinkedIn or via an official company email address: firstname.lastname@cevalogistics.com. We recommend that you do not respond to unsolicited business propositions and/or offers from people with whom you are unfamiliar.