We’re looking for a Customer Relations Manager for our offices in Miami and London!
📍 Location: 1x Miami, USA & 1x London, UK
🕒 Full Time – Monday to Friday (09:00–18:00)
Are you a natural problem-solver who thrives on keeping customers happy and operations running smoothly?
Do you excel at managing complex shipments, resolving escalations, and building lasting client relationships?
If so, this role is for you!
How You Can Play Your Part
As a Customer Relations Manager, you’ll be the dedicated point of contact for some of our most important clients. While this is not a sales role, you’ll be essential in protecting and strengthening customer relationships by ensuring smooth issue resolution, managing high-priority shipments, and providing performance insights. You’ll work closely with Operations and Sales to ensure every client receives world-class service.
You Will:
🔹 Act as the first point of contact for operational escalations from key accounts.
🔹 Manage high-value or complex bookings to ensure flawless execution and on-time performance.
🔹 Provide proactive shipment updates, incident notifications, and clear solution timelines.
🔹 Support Sales with operational feasibility input and customer insights.
🔹 Oversee special projects such as customer onboarding, new process implementations, or trials.
🔹 Create and analyze account-specific performance reports (KPIs, SLA adherence, incident logs).
🔹 Participate in business reviews and support strategic account planning.
🔹 Maintain and update customer-specific SOPs to align with client expectations.
🔹 Identify recurring challenges and propose process improvements.
About You
You’re a confident communicator with strong operational knowledge who can remain calm under pressure. You’re skilled at building trust with customers and internal teams alike, and you understand the critical importance of accuracy, timeliness, and service excellence.
Your Qualifications:
✅ 5+ years in freight forwarding operations, ideally with key account management experience.
✅ Strong problem-solving and escalation management skills.
✅ Excellent communication and interpersonal skills.
✅ Proficient in data analysis and report generation (Excel, dashboards, etc.).
✅ Ability to multitask and prioritise in a fast-paced environment.
✅ Detail-oriented and reliable, able to work both independently and collaboratively.
✅ Fluent in English (spoken & written).
Preferred:
🌟 Experience in a control tower environment or customer-facing operational role.
🌟 Knowledge of Transportation Management Systems (TMS).
🌟 Familiarity with logistics KPIs, SLAs, and service performance metrics.
Who are we?
Control Towers International is a dynamic and rapidly growing logistics company specializing in time-critical shipments, catering to industries such as aviation, maritime/ship spares, automotive, semi-conductors, and medical device technology. We have offices throughout Europe and the US and are expanding into Asia. We are dedicated to delivering unparalleled service and reliability to our clients, and ensuring their goods reach their destination efficiently and on time. As a mid-size yet innovative company, we pride ourselves in our commitment to excellence and our ability to adapt quickly to the ever-changing demands of the industry. We are seeking experienced Business Development Managers in various regions to drive our growth and expand our market presence.
What We Offer:
✅ Competitive compensation
✅ Opportunity for professional growth and development
✅ Collaborative and supportive work environment