Regional Customer Service Control Tower Manager

Job description

Description Main Purpose of the Role: The Customer Service Control Tower Manager leads a specialized team responsible for managing high-value customers, critical shipments, and complex service escalations within a freight shipping environment. This role serves as the central point of coordination for urgent issues, ensuring rapid resolution, proactive communication, and exceptional service for VIP and Strategic Accounts. The Manager oversees day-to-day escalation handling, cross-functional coordination, performance management, and continuous improvement of processes that protect service quality, customer satisfaction, and revenue. Main Tasks: - Serves as the first point of contact to all VIPz Team members. - Drives accountability in other departments which interface with VIPz team. - Provide technical guidance and assistance to all VIPz Team members. - Monitoring and measuring through metrics of our daily performance versus our commitment to the customers. - Setting a clear governance around system and process adherence - Review the customer’s SOP with the customer and local CS nominee to make sure that agreed by ZIM issues will be followed. - Monitor implementation of the agreed c...