• White Glove Control Tower Manager

    Forward Air (San Francisco, CA)


    Position title: White Glove Control Tower Manager

     

    Available Schedule: Monday through Friday, 8: 00 - 5:00 PM

     

    Compensation: 120,000 -135,000 annual

    Core Responsibilities & Duties:

    + 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.

    Job Requirements & Qualifications:

    • 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.

    • Ability to multitask and 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.

     

    About Us

     

    About the Team