Customer Service Supervisor - Control Tower

At DB Schenker, you are part of a global logistics network that connects the
world. A network that allows you to shape your career by encouraging you to
contribute and truly make a difference. With more than ‎72,000 colleagues
worldwide, we welcome diversity and thrive on individual backgrounds,
perspectives and skills. Together as one team, We Are Here to Move.

Purpose and main tasks*
Purpos e :
* To Manage control tower staff as per client's requirement.
* To take joint ownership and responsibility of the designated clients for Projects / Industry Solutions of inbound, outbound and cross trade traffic in conjunction with Team Leader / HOD.
* To support origin / destination offices in order to improve their effectiveness.
* As part of the control tower team of Schenker LLC, work towards the combined corporate goals of the organization and contribute to the overall development of the organization.
* To actively contribute for deliverance of the agreed targets of the KAM, of both Gross Profit and Volume/Revenue.
* As a part of the control tower team, assist KAM's efforts to improve overall sales performance both by volume and profit, by developing the designated corridors.
* To ensure that client specific SOPs are communicated within the organization to provide agreed service levels to the Customers.
Main tasks:
* Managing Control Tower team.
* Building Customer Relationship
* To build up a relationship with Key account customers both existing and potential.
* Daily system updates, reports including CS level improvement should be vital.
* Regular meetings with top clients to get direct feedback to improve our service levels.
* Ensure internal coordination with DBS Product operations (Air/Sea/Overland), KAM, Head of Dept. to keep them advised of specific client requirements and ensure communication of the same from time to time with the objective of providing a prime service to the customers.
* Quotations/Pricing
* In coordination with KAM get the required freight rates from the product managers, shipping lines, airlines and quote to the customers taking into account our gross profit guidelines.
* Ensure that customer quotes are valid at all times and the same are communicated to the respective departments within the organization.
* Ensure that a record is kept of the quotations in order to resolve any rate related dispute with the clients at a later stage.
Internal coordination
* Build up relationship with Schenker offices and ensure client requirements are agreed and delivered as per agreement. Ensure bookings, routing orders are executed in a timely manner, Jobs are opened with our buying and selling in Tango.
* Coordinate with overseas offices on specific biz or client requirements, build up relationship with
* Operations/Sales there and getting commitments from them for common agreed volume/rate goals. Build up a personal relation with Tender Management Team and Global Key Account Manager, product managers in the region.
Reporting
* Provide Daily, weekly and monthly reports of KPI maintained.
* Inform about market developments relating to overall market or specific customers including all issues relating to clients along with suggestions to resolve those issues.
* Take up any specific tasks given relating to sales and marketing from time to time in order in terms of specific market information, reports, specific projects, route or corridor development.
Required skills :*
* Team management skills Experience handling Project / Industry Solutions / time sensitive shipments.
* Effective communication, including writing, speaking and interpersonal communication.
* Quick critical thinking and problem-solving abilities.
* Excellent customer service and client relations skills.
Required education *:
* Diploma or Degre
Required experience** *:
* Experience in Logistics industry