Control Tower Management Specialist Malaysia

CEVA Logistics is one of the leading logistics companies globally, with over 1,500 facilities in more than 170 countries offering a complete range of contract logistics, freight forwarding, transportation and distribution management services. It offers supply chain support, along with logistics consultation, industry specific customization, global level freight management and system implementation. 

At CEVA, we put people first and we strive for better ways in everything we do; our culture is embodied by Boldness, Imagination, Exemplary and Excellence. With these values at the core of our business, our workplace employs 110,000 diverse, cohesive team members who hold each other accountable and encourage each other to create a safe, and inclusive work environment.

About the role

As part of the Regional Control Tower team, this role will lead a top account, working with other stakeholders in the APAC region to ensure customer's requests and requirements are met, troubleshoot operational difficulties and provide innovative solutions to improve future performance.

What you will be doing

1) Monitor customer's activities - Communication & Escalation

•Consistently monitor emails and respond in a timely and professional manner to Customers and CEVA network in order to provide full visibility to Customers

•Responsible and familiarize with track & trace systems (LINK)

•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

•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.

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

•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

2) Improvement - Business Review Support & Claims Management

•Collaborate closely with RAM in supporting business review materials on periodic basis (monthly & quarterly)

•Active participation in Customers' business reviews together with RAM to present analysis of contractual transportation service performance and identify common / recurrence service issues with analysis and structured improvement plan that could value add to next KPI level

•Regular engagement with Customers to propose and share improvement process and action plans

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

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

•Ensure CEVA internal stakeholders communicate with customer on constructive solutions and corrective actions as per Customers' request and agreement

3)Anticipate - Back Up / Rush Solution & Alert Management

•Proactively source for alternative solutions and execute with mutual agreement with Customers. Identify, evaluate and adequately define any potential risk of circumstances to mitigate any severe delays, deviations or financial loss to Customers by proactively communicating with them

•Ability to work on alternative solutions in the event of any deviations that may be at geographical level

•Adapt quick and flexible ideas to transfer any risk management into alternative solutions to ensure any service disruption could be recovered smoothly

•Support in preparing back-up solution with CEVA network point of contact in any state of force major or highly risked shipments to assure Customers of their activities at minimal disruption or adjustment

•Proactive communication to Customers of all potential and current impacts for their related shipment activities and sharing market update specific to events that occur in country / region

•Follow the process on structured alert management to communicate with Customers proactively on specific event description, duration of event, potential / impact of customers and action plans / BCP

The successful candidate

Essential

• At least a Bachelor's degree in Business, Logistics & Supply Chain or a related field of study
• At least 3 years experience in customer support on key accounts / international freight forwarding contract operations management
• Excellent knowledge of freight forwarding in air, sea, customs brokerage and processes
• Good command of Microsoft Office tools (Excel, Power Point)
• Customer-centric mindset

Desirable

• Knowledge in DG Cargo
• Positive attitude with service improvement mindset
• Meticulous and ability to organize & prioritize to follow through tasks till objective being achieve
• Ability to work independently in a fast paced environment

At CEVA we are committed to creating a safe and healthy work environment.

We offer:

• A Competitive Compensation PackageComprehensive Health & Dental Benefits
• Professional Development Opportunities
• Continuing Education

CEVA is an equal opportunity employer who agrees not to discriminate against any employee or job applicant and is committed to a diverse and inclusive workforce. Accommodations are available upon request for candidates with disabilities taking part in all aspects of the selection process. We thank all candidates for applying, however, only successful candidates will be contacted for an interview.