OKAM (Operational Key Account Management)

Jas-Worldwide; Región Centro; On-site; MXN 446,000 - 725,000; Full time

Job summary

Jas-Worldwide Mexico seeks a Control Tower Coordinator to support day-to-day queries from Customer Logistics and operations teams. You will pro-actively manage shipment status, escalate risks, and ensure timely communication with clients and internal teams across origins and destinations.

Responsibilities include monitoring bookings, coordinating with Account Management, Operations and Product teams, and supporting implementation of new services.

Qualifications

• Excellent organizational skills and verbal/written communication.
• Strong customer service and problem-solving abilities.
• Proficiency in Microsoft Office; Power BI is a plus.
• Knowledge of Cargowise is advantageous.

Responsibilities

• Identify potential risks and escalate issues promptly.
• Monitor and track shipments and bookings; update clients on status.
• Coordinate between Origin and Destination and with internal teams.
• Assist in implementing new services with operations at all locations.

Skills

Organizational skills

Customer service

Microsoft Office

Power BI

Tools

Cargowise

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 clientsProvide excellent customer serviceMonitor and track customer bookings/shipments, update client of shipment status/delaysMonitoring and analysis the shipments’ status.Co-ordination between Origin and DestinationForesee and escalate any potential risks like the delay, damages, loss etc.Communication interface and escalation personWork 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 quotesLead 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 contactEnforce SOP compliance globally for Lam ResearchEnsure the SOP is maintained timely & completely and inform all the involved Original and Dest offices.Reports analysisOther needed reportingWorking on the new solution according to the client’s requirementAttend the performance review meeting like QBR if requiredEnsure 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 levelIdentify 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 accountsConduct performance evaluation for direct reportsRecommend hiring, firing and promotionIdentify and resolve personnel issuesCreate 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 plusDetail oriented, able to multitask and meet deadlinesAble to work in a team and independentlyBe result oriented with the ability to troubleshootKnowledge of Cargowise will be an advantageThorough operational knowledge of transportation industry logistics and freight forwardingGood Interpersonal relationship, able to interact positively and effectively with co-workers, subordinates and supervisorsGood 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.