Control Tower Manager

Kuehne + Nagel   •  

Mississauga, ON

Industry: Transportation Services


11 - 15 years

Posted 368 days ago

Job Description:
The Control Tower Manager (CTM) manages the customer interface for the ISC Customers on an order line detail level.  This is supported by the organization with the standard operational service for air, ocean, customs and overland that services clients on a shipment level. 
Customers that have been set up as ISC customers will be handled by the Control Tower Manager(s) in collaboration with a CSR from the local operation.

• Assisting in new account startups and implementations, managing:
• Document customer ORDER requirements and translate to simple SHIPMENT requirements for operations to manage, including:
• General Process to meet customer promise;
• Event management requirement;
• Reporting requirements;
• Design & Document ISC Processes for same as above;
• Ensure origin Control Tower Support obtained;
• Manage the program performance for the customer:
• Centrally manage the processes to capture and use Supply Chain ORDER data to provide; enhanced visibility and collaboration for short and long term decision making that is aligned with the customers strategic objectives;
• Monitor ops shipment compliance to standard for resolution by ops;
• Directly manage all non-shipment process requirements;
• Measure performance and report in QBRs;
• Customer reporting (non shipment level) and analytics;
• Control and manage program changes (with Sales, technical team, customer);Serve the customer:
• First level of support for Program (fit-for-purpose) support;
• First level of support for Order issues (non shipment level);
• Senior escalation for any issues related to performance;
• Support operations in exception management if Order level detail can help provide options to the customer to manage deviations;Improve the program
• Ensure processes are designed to be managed in the most cost effective way;
• Standardize, Automate, Offshore, or Keep activities in CTM;
• Design, quantify, propose and manage opportunities for improvement.


• Diploma/Degree in Business, Logistics or a related field not necessary;
• 10+ years’ experience in global supply chain processes and Order Management;
• Broad Supply Chain knowledge;
• Excellent Customer Service skills;
• Strong Analytics capabilities
• Understanding KNs offerings;
• ERP concepts;            
• Basic finance and Project Management skills;
• Problem solving  Strong communication skills
• MS Visio and MS Project an asset
• Must be self-motivated with a professional approach;
• Advanced computer skills, including full proficiency with Microsoft Office Suite required.

Reference Number: req28351