Control Tower Manager - JCB

Has responsibility for all customer facing activities and for providing a consistently high quality experience for new and existing customers in a small/medium size cluster.

Control Tower Manager- JCB
Pooler, GA

Maersk is a global leader in integrated logistics and has been industry pioneers for over a century. Through innovation and transformation we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.

The Control Tower Manager ensures excellent customer service for Maersk's clients. They lead the client-facing teams, acting as the main contact for customers, handling queries, managing escalations, and coordinating with Program and Commercial Management teams. Their focus is on customer retention and identifying opportunities for cross-selling and upselling.

The Control Tower Manager collaborates with Regional/Global Account and Program Managers to optimize customer profitability and works on new customer programs and projects. Maersk employees should embody company values and cultural behaviors, supporting the long‑term vision. External parties, like those in JCB, are expected to follow Maersk's and customers' values and policies, always representing Maersk.

• Understand the supply chain SCM account's business requirements and the end‑to‑end program which Maersk has committed to, then execute according to defined IOPs, SOPs, and KPIs.
• Responsible for Ocean operations, 3PL, domestic transportation, airfreight, and liaises with brokers and other relevant parties on the customer side and warehouse.
• Build and maintain long‑term relationships with customers, and internal operational and customer service network.
• Proactively identify program exceptions, then troubleshoot and solve accordingly.
• Lead and coach the team on a daily basis.
• Regularly monitor team performance and address or elevate shortfalls.
• Ensure the teams are properly trained to execute the best performance.
• Ensure customer requests are being handled timely and with constant care.
• Drive ownership and proactivity.
• Improve customer and team satisfaction while promoting EES and CSS.
• Improve submitted data quality through compliance checks.
• Provide for and maintain a good team atmosphere.
• Internal/External Stakeholder management.
• Build strong customer relationships.
• Stakeholder management.
• Leadership/Talent management.
• Market intelligence.
• Proactively monitor team capacity.
• Responsible for hiring processes and talent development.
• Responsible for Account Key Performance Indicators, alignments across teams supporting the account.
• Propose value creation and improvement projects with customers.
• Drive standardization and optimization.
• Analyze gaps between operational service levels and data output and make recommendations to address identified gaps.
• Prepare and present Account KPIs, Dashboards, and any other report defined or needed for the account.
• Generate program initiatives for improvements, cost savings, and adding value.
• Follow up on billing needs for the account and provide visibility to customers on SOA.
• Perform other position‑related duties as specified by management.

• Bachelor's Degree, Diploma, with 2 to 4 years of functional experience in transportation or international logistics, international business required.
• 2‑5 years of managing mid‑size teams with multiple transportation modes.
• 3‑5 years of SCM or similar industry experience.
• Solid SCM / Shipping operations background.
• International Logistics experience preferred.
• You need to be onsite 5 days a week Monday to Friday 7am to 4pm. Subject to alignment with customer and leader.

Full Time

$90,000 - $120,000

Full time employees are eligible for Health Insurance, Paid Time Off, and 401k Match.

The above stated pay range is the anticipated starting salary range for this position. The Company may adjust this range in light of prevailing market conditions and other factors such as location. The Company will work directly with the selected candidate(s) on the final starting salary in accordance with all applicable laws.