OKAM (Operational Key Account Management)

JAS Worldwide; Guadalajara; On-site; MXN 300,000 - 420,000; Full time

Job summary

JAS Worldwide is seeking a Control Tower Supervisor to manage day-to-day shipping and customer support, ensuring proactive issue resolution and clear communication with clients and internal teams.

You will monitor bookings, coordinate origin/destination activities, and drive risk mitigation while coaching staff and enforcing SOPs globally. The role requires strong organizational and analytical skills in a dynamic logistics environment.

Qualifications

• Excellent organizational skills; written and verbal communication.
• Strong customer service, problem-solving and interpersonal skills.
• Must be flexible and respond easily to changing demands.
• Strong computer skills including Microsoft Office suite; Power BI a plus.
• Detail oriented; able to multitask and meet deadlines.
• Able to work in a team and independently.
• Be result oriented with the ability to troubleshoot.
• Knowledge of Cargowise will be an advantage.
• Operational knowledge of transportation industry logistics and freight forwarding.
• Good interpersonal relationships and the ability to interact effectively with coworkers and supervisors.
• Good analytical and program management skills.
• Adherence to HR policies, code of conduct and safety practices.

Responsibilities

• Identify potential risks and develop risk mitigation.
• Build and maintain relationships with clients.
• Provide excellent customer service and proactive updates.
• Monitor and track bookings/shipments; inform clients of status or delays.
• Coordinate between Origin and Destination to ensure smooth handoffs.
• Lead implementation of new services with appropriate operations teams.
• Act as communication interface among Client, Account Management, Operations, and Product teams.
• Supervise staff coaching, performance evaluations, and hiring decisions.
• Ensure SOP compliance globally and inform involved offices.
• Prepare and analyze reports; contribute to performance reviews.

Skills

Organizational skills

Customer service

Communication

Problem solving

Flexibility

Teamwork

MS Office

Power BI

Cargowise

Analytical thinking

Tools

Cargowise

Power BI

Job description

JAS is an international, non-asset-based supply chain services and solutions company. Our services include air and ocean freight forwarding, contract logistics, customs brokerage, distribution, inbound logistics, truckload brokerage and other supply chain management services, including consulting, the coordination of purchase orders and customized management services.

The control tower will be the regional dedicated customer support contact that will assist with day-to-day queries from Customers Logistics, shipping, and other personnel. They will also provide pro-active exception management to alert Customer promptly to any issues that may result in a transit time delay on a shipment. The control tower should work to resolve all issues as quickly as possible and to provide effective and pro-active communication with Customer.

ESSENTIAL FUNCTIONS:

• Identifying the potential risk.
• Develop and keep good business relationship with clients
• Provide excellent customer service
• Monitor and track customer bookings/shipments, update client of shipment status/delays
• Monitoring and analysis the shipments’ status.
• Co-ordination between Origin and Destination
• Foresee and elevate any potential risks like the delay, damages, loss etc.
• Communication interface and escalation person
• Work as the communication interface in Client, Account Management, Operation teams, and Product teams, and escalation person for any operation issues and potential risks.
• Assist Account Management team in compiling Ad Hoc quotes
• Lead and manage the implementation of any new services in collaboration with the appropriate operational at all origin/destinations.
• Penetrate organizational structure and develop relationship beyond main points of contact
• Enforce SOP compliance globally for Lam Research
• Ensure the SOP is maintained timely & completely and inform all the involved Original and Dest offices.
• Reports analysis
• Other needed reporting
• Working on the new solution according to the client’s requirement
• Attend the performance review meeting like QBR if required
• Ensure all company policies and regulatory requirements are adhered to.
• Understand accounts’ business strategy, objectives and risks/constraints; continually focus efforts on providing solutions to achieving objectives and mitigating risks/constraints.

SUPERVISORY RESPONSIBILITES:

• Ongoing coaching and mentoring of staff to develop skills to the highest level
• Identify and resolve issues.
• Analyzes complaints concerning billing or service rendered, referring complaints of service failures to designated departments for investigation, updating customers on a timely basis.
• Provides back up support for all accounts
• Conduct performance evaluation for direct reports
• Recommend hiring, firing and promotion
• Identify and resolve personnel issues
• Create an environment that encourages others to develop professionally.
• Identify growth opportunities and develop a strategy to secure opportunities with the appropriate internal resources.
• Continuously pursue and implement more efficiency and cost reduction measures.

QUALIFICATIONS:

• Excellent organizational skills; written and verbal communication skills.

• Strong customer service, problem-solving and interpersonal skills.

• Must be flexible and respond easily to changing demands.

• Strong computer skills including Microsoft Office suite, PBI a plus

• Detail oriented, able to multitask and meet deadlines

• Able to work in a team and independently

• Be result oriented with the ability to troubleshoot

• Knowledge of Cargowise will be an advantage

• Thorough operational knowledge of transportation industry logistics and freight forwarding

• Good Interpersonal relationship, able to interact positively and effectively with co-workers, subordinates and supervisors

• Good analytical and program management skills.

• Follow the Company HR Policy, the Code of Business Conduct and department policies and procedures, including protecting confidential company information, attending work punctually and regularly, and following good safety practices in all activities.

• The responsibilities associated with this job will change from time to time in accordance with the Company’s business needs. More specifically, the incumbent may be required to perform additional and/or different responsibilities from those set forth above.

• The above declarations are not intended to be an all-inclusive list of the duties and responsibilities of the job described, nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job.

• Management retains discretion to add or change duties of this position at any time.