White Glove Control Tower Manager

Forward Air
United States, CA, San Francisco

Logistics, Transport & Distribution
Full-time
control tower manager
logistics management
freight forwarding

Our job summary

The White Glove Control Tower Manager oversees end-to-end logistics operations including transportation, warehousing, and distribution to ensure high client satisfaction. They build and maintain client relationships, analyze performance metrics, and coordinate internal teams to meet service level agreements. The role requires strong problem-solving, multitasking, and communication skills with experience in freight forwarding and logistics management.

Position title: White Glove Control Tower Manager

Available Schedule: Monday through Friday, 8: 00 - 5:00 PM

Compensation: 120,000 -135,000 annual

Core Responsibilities & Duties:

Build and maintain strong relationships with clients
Collaborate with internal teams to ensure client satisfaction and meet operational goals
Oversee the operational aspects of client shipments, including transportation, warehousing, and distribution
Analyze account performance and identify opportunities for improvement
Prepare and present reports to clients and internal teams
Serve as the primary point of contact for a portfolio of customers
Maintain regular communication with your customer, ensure service levels are met, and proactively address any issues or concerns.
Continuously assess and improve logistics solutions to align with client expectations and market developments.
Track and report on key performance indicators (KPIs) to ensure service quality, compliance, and contract performance are maintained.
Coordinate and supervise corrective actions when performance issues arise.
Provide training and guidance to internal teams on client requirements and expectations to ensure alignment and optimal service delivery.
Act as an escalation point for any service-related issues, ensuring that problems are resolved promptly and efficiently.

Job Requirements & Qualifications:

· 5 years freight forwarding operations / account management - shipping/logistics experience preferred.

· PC proficient with a comprehensive understanding of Microsoft Office applications and ability to learn company’s TMS and WMS systems.

· Strong attention to detail and ability to handle high volume of transactions.

· Ability to multitask and to react well under pressure.

· Ability to multitask and react well under pressure.

· Identifies and resolves problems in a timely manner.

· Adapt and able to deal with frequent changes in the work environment.

· Strong communication skills both verbal and written.

· Ability to interface cross-functionally and coordinate efforts with other organizations (Sales, Operations, International, IT, and Finance),

· Decision making and problem-solving skills.

· Team oriented Ability to identify and resolve problems in a timely manner.

· Must be team oriented and foster the same environment.

· The Customer Service Manager will report directly to the Senior Operations Manager and interface daily with personnel across the organization. This individual will manage a diverse group of Account Managers, Customer Service Representatives and Logistics personnel.

· Knowledge of Microsoft Office Suite, Adobe Acrobat, Power Point and Excel.

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