Control Tower Specialist

4 weeks ago

Lahore, Punjab, Pakistan Trella Full time

About Us

Ready to change the world? We're reinventing freight and logistics at Trella. Backed by a number of leading VC companies (YC, Maersk Growth, Algebra Ventures and Raed Ventures), we're looking for the best talent out there to help us build and scale our product offering. We aspire to create a step-change in the industry and we want you to be a part of the journey

We are innovative problem-solvers on this adventure together. Working at Trella means that you'll be surrounded by colleagues who are constantly pushing boundaries, thinking ahead, and meeting the high standards we set for ourselves. When we build, we do so in a product-led way: we value our customer experience and scalability, and we prioritize how we build our product accordingly.

Our Purpose

At Trella, our Vision is to Empower our Communities to move Economies Forward, and we're doing this by building a digital experience that provides our Shippers, Carriers, and Teams with the right technology and platform that reduces the costs of moving goods. Simply, we're trying to disrupt and reinvent trucking, and empower our economies. We have launched from Egypt to Saudi Arabia, Pakistan, and UAE, and are looking to build and expand our footprint across the MENA-P region.

About the Role:

Control Tower is the eyes, ears, and voice of Trella to our community of Carriers and Shippers; we listen and talk to our community through our dedicated teams across various channels, and we own and obsess about the quality of service and the overall experience we offer our community. Think of us as the rubber band that will allow Trella to pursue its lightning speed growth across different business segments and geographies, while holding our operations tight.

What You'll Do:

  1. Own the interface with the shipper and serve as their main point of contact for the duration of the load cycle.
  2. Own the interface with the carrier and serve as their main point of contact for the duration of the load cycle.
  3. Assist the commercial and fulfillment team in achieving business targets and KPIs by maintaining a high level of execution through tight follow-up with all load touch points.
  4. Clearly understand individual accounts' needs to be able to meet the client's service quality expectations.
  5. Receive job orders from the client and revise the order to ensure all necessary data is obtained and job orders are created successfully on the loadboard.
  6. Coordinate job orders with the relevant teams before execution.
  7. Follow up on the execution of the loads, ensuring the shipper is updated with the status of their shipment, as well as any delays or additional fees that may occur during execution.
  8. Ensure the SLAs are being complied with at every stage of the execution process.
  9. Provide accurate, valid, and complete information by using the right methods and tools.
  10. Handle customer complaints, provide appropriate solutions and alternatives within the time limits, while following up to ensure resolution and escalating to the Account Managers as needed.
  11. Engage in sprints with stakeholders to provide essential input for achieving key objectives.

What You'll Need:

  • A Bachelor's degree is a must.
  • Advanced Computer Skills (MS Office/Gsuite).
  • Well organized & can perform multi-tasks.
  • Exceptional time management, verbal, and written communication skills.
  • Good command of English; Urdu and Arabic are a plus.
  • Professional manner, presentable, punctual, and strong ethical code.
  • Willingness to learn and develop.
  • Ability to manage internal and external stakeholders.
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