Coordonnateur Tour de Control/Control Tower Management Professional - Montréal, Canada

CMA CGM•Calgary, AB

50d•Onsite

About The Position

CEVA is committed to delivering responsive, high-quality, and personalized customer service across all communication channels, continuously improving to ensure an effortless and exceptional experience. The Control Tower enhances this mission by offering advanced support and monitoring services to key customers, driving their ongoing improvement initiatives and service excellence.

Requirements

Post secondary education, college level.
Extensive and proven experience of +5 years leading/managing customer service teams (as Customer Service Manager) or on individual positions such as Operational Key Account Manager, Client Expert
Knowledge of MS Office tools, apps
Flexibility, ability to adapt to change, resilience
Problem-solving, critical thinking, and conflict resolution
Positive attitude / Ownership attitude Emotional Intelligence (to detect customer mood, self-control, adapt language and tone, etc)
Teamwork - teambuilder, strong team player
Well-developed leadership skills

Responsibilities

Proactively manage customer communication by addressing queries, forewarning delays, and ensuring timely responses within SLA, while tailoring interactions to customer typology and 4PL representation.
Build strong relationships through direct engagement, participation in QBRs, and translating customer input into actionable insights for operations, supported by KPI tracking and reporting.
Ensure customer satisfaction by understanding requirements, managing onboarding through the Handshake process, and maintaining accurate SOPs and service standards.
Drive continuous improvement by deploying CEVA’s customer service policies, identifying process/tool enhancements, and keeping quotes and local charges current.
Support customer initiatives through data-driven collaboration, feasibility and savings studies, CO₂-efficient transport planning, and dashboard development for performance monitoring.
Handle first-level crisis and complaint management by troubleshooting issues, managing delays, fees, and proactively communicating claims and deviations to customers.
Coordinate closely with customers during disruptions, perform risk analysis, and monitor time-sensitive shipments to ensure swift resolution and service continuity.
Drive profitability by upselling value-added services, identifying business growth opportunities, and reviewing shipment profitability for dedicated customers.
Enhance operational efficiency through capacity planning, end-to-end performance monitoring, KPI analysis, and initiating continuous improvement projects based on customer and operational feedback.
Manage centralized customer bookings by qualifying, creating, and monitoring transport orders, coordinating with regional teams, and securing approvals when needed.
Apply transport planning expertise, handle purchase order exceptions, share market updates, and ensure smooth handover of transport orders to Operations.
Promote and support the adoption of digital tools like myCEVA, contributing to the implementation and continuous improvement of customer service technologies.
Facilitate best practice sharing and cross-department collaboration to ensure effective communication and feedback throughout the organization.
Deliver exceptional customer service by actively monitoring shipments, tasks, and performance metrics, ensuring reports and KPIs are followed up to meet departmental goals.
Foster strong client relationships through regular communication, business reviews, cross-department collaboration, and proactive planning to align services with contractual commitments and future needs.
Ensuring high-quality service execution and customer satisfaction by making thoughtful decisions that balance customer needs with company goals.
Communicating challenging messages constructively, seek optimal solutions, and support the team in achieving departmental performance targets.