Expert Control Tower (CPM)

Title: Expert SLS CRT (CPM)

Location: GSC BOG

Key Responsibilities:

General purpose of the function: Develop a strong and trustful relationship with clients through timely and accurate communications.

• Responsible for providing support to the assigned account.
• Review and ensure the achievement of specific client KPIs and service agreements.
• Generate, analyze, and present performance reports to stakeholders.
• Maintain clear and effective communication with internal and external third parties to meet client expectations.
• Provide proactive issue resolution and implement corrective and preventive actions to ensure service excellence.
• Act as the key contact for escalations, ensuring timely and effective solutions.
• Develop and maintain sustainable relationships with internal and external stakeholders.
• Coordinate and oversee business implementations.
• Participate in and/or lead customer reviews (QBR and/or MBR).
• Coordinate stakeholder activities, ensuring quality, compliance, and timeliness.
• Understand client documentation requirements and provide detailed guidelines to stakeholders to ensure compliance.
• Recommend and coordinate necessary changes based on process analysis.
• Assist DGF operations in resolving complex issues.
• Create, update, and manage internal documentation, including SOPs, process maps, and work instructions.
• Lead the implementation of process improvements, workflow optimizations, and automation initiatives to increase efficiency.
• Filter and consolidate information from multiple sources to provide accurate and relevant insights.
• Prepare and deliver management reports, dashboards, and presentations for different audiences.
• Maintain direct contact with clients, DGF stations and multiple stakeholders across the supply chain to ensure smooth operations.
• Demonstrate proactive problem-solving, anticipating potential issues and mitigating risks.
• Apply and enhance supply chain knowledge to optimize end-to-end processes.
• Monitor, measure, and improve KPIs through continuous improvement methodologies.

Skills / Requirements:

• Minimum of 3-5 years in logistics processes
• Extensive knowledge of cargo transportation and the logistics industry
• Fluent communication in English (verbal and written), (B2 – C1)
• Excellent proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).
• Customer service and communication skills.
• Teamwork and autonomy
• Employees who have been in the organization for 12 months or in their current role
• Employees that are not in transition projects