Intern, Control Tower & Service Delivery

The opportunity:

Primary objective: To ensure service delivery of operational commitments and development plans for high profile CT (control tower - order management/booking management) customers across all APAC regional origins.

• Develop and maintain expert knowledge of CT customer needs and solution offering
• Maintain, improve and publish all documents of all allocated accounts including SOPs, instructions, vendor manuals contact list, routing guide, etc
• Ensure awareness and full understanding of all customer related processes and deliverables by providing regular training, coaching and guidance to internal stakeholders/Operators
• Establish, maintain and improve the operational controlling environment in collaboration with data analysts to ensure near real-time visibility on KPI and leading process measures.
• Proactively identify potential performance gaps, risks and collaborate with country teams to perform CAPA + escalate structure issues or risks related to systems (with global prod & tech team), resources and facilities.
• Organize prepare and conduct regular performance reviews
• Co-create with destination team, document and deliver improvement initiatives based on the value road map with the customers
• Build and maintain strong, trust based relationships with client plus our network through daily interaction

Work you will do:

1. FMT Assignment Execution Support

• Assist the APAC team in monitoring daily production and process performance to ensure timely and quality delivery of BCO FMT assignments
• Track progress across FMT milestones, consolidate execution data, identify potential delays or anomalies, and support corrective actions
• Collaborate with internal and external stakeholders (customers, operations teams, suppliers, etc.) to help implement corrective and preventive measures

1. Customer Allocation Management

• Support customer-level allocation and pre-planning activities to facilitate a smooth end-to-end export process
• Track customer expectations and assist in addressing day-to-day allocation-related issues and escalations
• Work closely with Account Owners and the operations team to ensure allocation plans are well-executed and customer-aligned

1. Operational Performance Analysis & Improvement

• Routinely review operational data for existing customers, supporting analysis of service quality and profitability, and identifying opportunities for improvement
• Participate in data analysis and calculations related to supply chain value engineering and revenue management initiatives

1. System & Process Improvement

• Collect and report operational/system pain points, helping drive continuous improvement of product systems, processes, and implementation methodologies
• Assist in documenting workflows and standardizing team procedures

1. Data Reporting & Analytics

• Build and maintain operational dashboards using Excel / BI tools to track key metrics (e.g., Assignment WIs Net OTP)
• Conduct root cause analysis on performance deviations and generate actionable insights for internal teams and external stakeholders

What we are trying to enforce from our role and responsibility to better serve clients AND product upgrade:

• Aim to actively translate the CT client SLA into gateway operations and to monitor and manage performance accordingly.
• Seek to simplify and standardize processes and tasks, with an eye toward automating where possible.
• Actively gather and share feedback from operations and clients with the product and tech teams, continually closing gaps in our systems and solutions. We already have solid examples, such as requirements of trading companies and PO-level CTN/CBM data entries, which have been raised with and supported by the product and tech teams.
• Collaborate with destination AE/OMs on articulating the value proposition to CT clients and explore upsell opportunities e.g FAK and related solutions (e.g., Buyers consolidation).

Experience:

• BA/BS student