Control Tower Manager ( Jeddah)

DHL Express; Makkah Region; On-site; SAR 150,000 - 200,000; Full time

Job summary

An international logistics company seeks a Control Tower Manager in Saudi Arabia to oversee operational service programs. Responsibilities include ensuring service quality, managing the CT team, and solving logistics challenges. Ideal candidates should possess a logistics background, analytical skills, and effective communication abilities. Join a dynamic team focused on customer satisfaction and operational excellence.

Benefits

Strong career support

Great culture and colleagues

Various benefit programs

Qualifications

• Excellent knowledge of DHL Express operations.
• Good written and spoken English is essential.
• Considerable transport management experience.

Responsibilities

• Drive real time monitoring of orders to ensure committed services.
• Coordinate with stakeholders for Root Cause Analysis of issues.
• Manage the CT team and support customer shipping needs.

Skills

Analytical skills

Communication skills

Problem solving

Team management

Logistics knowledge

Commercial awareness

Education

Diploma or certificate in relevant field

Tools

Excel

Job description

YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMERS.

Would you like to become part of the world's most international company in the world?

A company that pioneered cross-border express delivery in 1969 and is now active in more than 220 countries and territories worldwide. Do you want to be part of a company that connects people worldwide? And the more people we connect, the better life will be on our planet.

Join our team and discover how an international network that's focused on service, quality and sustainability, is able to connect people and improve lives through the power of global trade. And not just for our customers, but for every member of our team too. To learn more about our culture, motivated people and our purpose, please visit www.dpdhl.jobs/express

Do you want to make a difference? Then come to our "Insanely Customer Centric" Team and become a Certified International Specialist!

Overall Role Purpose

Control Tower manager role is to develop, implement, monitor, maintain agreed operational service programs and solutions designed to meet the requirements of specific customer account while ensuring that any sector and/or non-standard service solutions which are developed conform to our operational imperatives of productivity, cost management and service quality improvement.

Your Tasks

• Drive real time monitoring of orders and take actions and decisions to ensure committed services and service recovery in case of any service failure
• Disaster/Crisis management and driving real time problem solving for critically impacting issues and situations
• Product level thinking for solving structural issues which has a magnified impact on Customer experience
• RCA (Root Cause Analysis) for challenges/defects/complaints - To coordinate with all stakeholders and understand root cause of issue and drive corrective and preventive actions
• Managing the CT team
• Support the Customer for their inbound and outbound shipping needs from various suppliers and service providers globally
• To coordinate and develop the customer relationship for gaining more volume and successful business.
• Oversee the successful implementation of these services within the DHL network by establishing, maintaining and monitoring service procedures and ensuring that the DHL network both understands and achieves pre-set performance targets.
• Manage the provision of pro-active customer support for specific Major Account Customers, ensuring that any issues which might impact upon pre-set performance levels are immediately addressed.
• Visit and present performance KPIS to customers.
• Manage the development and maintenance of accurate and complete service capability information on DHL's service as per agreed SLA
• Ensure the timely monitoring of outbound and inbound shipments for their pickup and delivery process.
• Research and develop improved operational techniques for value-added services in response to, and in conjunction with network, country and regional management.
• Ensure that value-added services are operationally designed and specified to standards which afford both DHL and Customer benefit.
• Develop and maintain the operational protocols and procedures for core supportive services.
• Ensure the timely distribution and communication of amendments to operational procedures.
• To ensure that proactive customer support is provided in a professional, timely and complete manner to Sales team and that they are made aware of issues that may impact upon their customers.
• To participate in customer presentations and proposals, ensuring there is a common understanding of service expectations and solutions, both with the customer and DHL.
• To manage Dangerous Goods approval process.
• To ensure great service quality and performance in accordance to SAIE as per SLA.
• Implement customer solutions based on agreed service requirements.
• Ensure great service quality and performance in accordance to our customer commitments.

Your Profile

• Excellent knowledge of DHL Express operations in addition to logistics and supply chain management principles
• Highly developed analytical skills and logical thinking
• Ability to work independently while following team
• Creativity and ability to think conceptually and translate ideas to “real world”
• Excellent interpersonal and communication skills. A good listener and effective in communicating ideas.
• Credibility with senior personnel internally (e.g. direct reporting team. KAD and Gateway, commercial and operations) and externally (e.g. customer, vendors and supplier)
• Ability to work close together with other functional disciplines
• Good written and spoken English is essential
• Able to demonstrate successfully implemented solutions
• Commercial awareness and understanding of key determination.
• Business Acumen, Negotiation skills, Organizational skills
• Considerable transport management experience in a service related role, preferably in the Supply Chain Industry
• Experience in implementing change
• Experience of the local regulatory environment
• Diploma or certificate in relevant field
• Good people management skills - would need to coordinate with different teams for problem solving
• Strong problem solving - Good knowledge on excel, reports and data oriented mindset
• Troubleshooting and Root Cause Analysis(RCA) skillset
• Team management
• Disaster management
• Program management

Our Offer

• Strong career support in an international environment.
• Great culture and colleagues.
• Multifarious benefit programm.

Do you see a personal challenge in these versatile and responsible tasks? Then apply now!

We look forward to receiving your application!