Implementation & Process Manager/ Control Tower Job Description - Implementation& Process Manager/ Control Tower focuses on a positive customer experience and being the expert of all account related activities, ensure TVS SCS deliver right service performance as basic for business retention and growth. The role centralizes SOP, Process, PO management and drives service improvement. - Attend customer call on daily/ quarterly end shipments monitoring. - Execute customer operations plans to deliver efficient logistics processes. - Ensure flow of goods and information across a customer’s global supply chain and provide resolution for order/ delivery issues. - Promptly respond to customer enquiries including conducting customer visits and understanding of customer’s requirements. - Resolve issues occurring in operational activities, report to management on events and exceptions as necessary. - Comply with operating standards and procedures to provide cost-effective, superior and efficient customer service. - Track account performances and provide monthly reports to management and customer. Initiate continuous improvement opportunity. - Manage day-to-day operational escalations, operational reviews, KPI development and financial statements. - Ensure customer satisfaction on both origin and destination. - Communication with overseas office for solutions and improvements. - Ensure company policies & procedures, confidentiality, legal and ethical guidelines, such as Delegation of Authority are clearly communicated and adhered to. - Coach and guide new hires and junior team members for development and alignment. - Observe and abide by the TVS-QIMP-01.6 Roles, Responsibilities and Authorities outline in the QEHS Manual. Job Requirements Educational qualifications preferred - Category: Degree - Field specialization: Marketing, Logistics, Supply Chain Management or equivalent. Required work experience - Industry: Marketing, Logistics, Supply Chain Management or equivalent. - Years of experience: 10 to 12 Required Competencies: - Strong knowledge of Pricing for Freight Cargo Services, Contract Logistics and other Supply Chain Solutions. Strong Customer Management. Strong Vendor Management. Strong Business Negotiation. Strong Presentation. Working knowledge of Cargowise. Required Knowledge: - Strong Service Orientation, Strong Change Management, Strong Strategic Planning & Execution, Strong standard planning and operational analytics practices. Required Skills: - Strong Interpersonal Skills, Strong Teamwork, Good Creative Thinking and Innovation. Required abilities - Good working relationships with customers, vendors & agents. Good market intelligence.