Command Center Monitoring Supervisor

Command Center Monitoring Supervisor

Expeditors is a global logistics company headquartered in Seattle, Washington. A Fortune 500 company, Expeditors employs over 15,000 trained professionals in a worldwide network of over 250 locations across six continents. Expeditors satisfies the increasingly sophisticated needs of international trade through customized solutions and seamless, integrated information systems. Cargo Signal, a wholly-owned subsidiary of Expeditors, offers global control and oversight of the location and condition of products moving through the supply chain.

Through active, real-time monitoring using advanced cargo sensors, our team of security and logistics professionals keeps an eye on shipments in transit and takes steps to respond based on customer priorities.

A Cargo Signal Operations Lead is expected to be a highly regarded expert in Command Center Operations. With a bias for action, dedication to continuous improvement, and a commitment to delivering exceptional customer service.

Operational Excellence & Quality Assurance

• Proactive Monitoring & Escalation:
  Respond to alerts and provide expert support in critical escalations, ensuring timely and effective resolution. Serve as on-call support for high-severity incidents.

• Quality Assurance:
  Regularly review Command Center monitoring activities and incident reports to identify root cause for errors and actionable insights and recommend corrective actions.

• Training & Development:
  Assist in creating training material and exercises to equip Command Center with the skills needed for effective alert response.

• Process Optimization:
  Implement strategies to improve communication, situational awareness, decision-making, and teamwork within the monitoring operations.

Team Collaboration & Customer Focus

• Cross-Functional Communication:
  Foster clear and consistent communication between monitoring operations and other departments, ensuring a unified, customer-centric approach.

• Customer Expectation Alignment:
  Collaborate with Sales and Transition & Implementation teams to thoroughly understand and meet customer monitoring expectations.

• Operational Knowledge Sharing:
  Train operations teams on specialized response protocols and keep them informed of program updates and changes.

• Technology & Service Expertise:
  Maintain a deep understanding of Cargo Signal's hardware, software, and service offerings, providing valuable feedback for continuous improvement.

Process Development and Implementation

• Scalable Process Design:
  Work with leadership to streamline monitoring workflows, identify inefficiencies, and implement scalable, efficient solutions.

• Policy & Procedure Development:
  Work with leadership to implement monitoring policies, procedures, and best practices to optimize performance in a 24/7 environment.

• Customer-Centric Process Implementation:
  Implement, review, and adjust processes to comprehensively address customer needs related to alert monitoring and emergency response.

• SOP Management:
  Partner with Business Operations to review and refine customer-specific SOPs, ensuring clarity and accuracy. Create, validate, and maintain customer profiles, select appropriate alert rules within the Cargo Signal platform, and manage escalation contact lists.

Knowledge:

• Personal and professional alignment with Cargo Signal culture and critical success factors.
• Experience in a logistics or security Command Center environment.
• Strong organization, communication, and execution capabilities.
• Experienced problem solver, strong collaborator, and able to provide clarity around complex topics.
• Proven customer service skills.
• Proven ability to analyze data and generate actionable insights.
• Strong understanding of security and incident response protocols.
• Excellent communication and collaboration skills.
• Ability to thrive in a fast-paced, 24/7 operational environment.
• Strong technical aptitude, and the ability to learn new systems quickly.
• Must have strong understanding of logistics functions (Air, Ocean, Trucking, Distribution, Risk Management).
• Understanding of security equipment used, such as:
  Cargo Signal platform, GPS trackers, and cellular networks.
• Familiarity with emergency/incident response protocols and processes.
• Complete understanding of maps and global addresses and communication.
• Three years of proven experience in logistics operations.
• Two years of supply chain security experience.

Skills:

• Effective interpersonal skills, including proven abilities to listen, comprehend, effectively communicate clearly and concisely to obtain positive results.
• Strong organizational skills.
• Good computer skills (Outlook, Excel, Word, PowerPoint, Zoom).
• Fluent in English (required) – Additional language skills (preferred).

Behaviors:

• Positive and willing-to-help attitude. Brings the best out in people.
• Lead by example; self-driven toward quality work and to always be learning.
• Aptitude for resolute questioning to find the root cause when given incomplete information.
• Proactive research or…