Command Center Monitoring Supervisor

Expeditors

Federal Way, WA

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JOB DETAILS

SALARY

$95,000–$110,000 Per Year

SKILLS

Best Practices, Business Operations, Cargo/Freight, Change Management, Communication Skills, Computer Security, Computer Skills, Contact Management, Continuous Improvement, Corrective Action, Cross-Functional, Customer Relations, Customer Service Operations, Customer Support/Service, Customer/Client Research, Data Analysis, Develop and Maintain Customers, Emergency Response, English Language, Fortune 500 Customers, GPS (Global Positioning System), High School Diploma, Incident Response, Information Technology & Information Systems, Interpersonal Skills, Law Enforcement, Leadership, Logistics, Member Orientation, Microsoft Excel, Microsoft Outlook, Microsoft PowerPoint, Microsoft Word, Military, On Call, Operational Audit, Operational Communications, Organizational Skills, People Management, Performance Tuning/Optimization, Policy Development, Policy Implementation, Problem Solving Skills, Procedure Development, Procedure Implementation, Process Development, Process Improvement, Quality Assurance, Regulatory Compliance, Resolve Customer Issues, Risk Management, Root Cause Analysis, Sales, Security Equipment, Standard Operating Procedures (SOP), Supply Chain, System Integration (SI), Team Player, Time Management, Time Tracking, Training/Teaching, Transportation Routing, Trucking, Warehousing

LOCATION

Federal Way, WA

POSTED

13 days ago

Expeditors is a global logistics company headquartered in Seattle, Washington. A Fortune 500 company, Expeditors employs over 15,000 trained professionals in a worldwide network of over 250 locations across six continents. Expeditors satisfies the increasingly sophisticated needs of international trade through customized solutions and seamless, integrated information systems. Cargo Signal, a wholly-owned subsidiary of Expeditors, offers global control and oversight of the location and condition of products moving through the supply chain. Through active, real-time monitoring using advanced cargo sensors, our team of security and logistics professionals keeps an eye on shipments in transit and takes steps to respond based on customer priorities. A Cargo Signal Operations Lead is expected to be a highly regarded expert in Command Center Operations. With a bias for action, dedication to continuous improvement, and a commitment to delivering exceptional customer service. Operational Excellence & Quality Assurance + Proactive Monitoring & Escalation: Respond to alerts and provide expert support in critical escalations, ensuring timely and effective resolution. Serve as on-call support for high-severity incidents.. + Quality Assurance: Regularly review Command Center monitoring activities and incident reports to identify root cause for errors and actionable insights and recommend corrective actions. + Training & Development: Assist in create training material and exercises to equip Command Center with the skills needed for effective alert response. + Process Optimization: Implement strategies to improve communication, situational awareness, decision-making, and teamwork within the monitoring operations. Team Collaboration & Customer Focus + Cross-Functional Communication: Foster clear and consistent communication between monitoring operations and other departments, ensuring a unified, customer-centric approach. + Customer Expectation Alignment: Collaborate with Sales and Transition & Implementation teams to thoroughly understand and meet customer monitoring expectations. + Operational Knowledge Sharing: Train operations teams on specialized response protocols and keep them informed of program updates and changes. + Technology & Service Expertise: Maintain a deep understanding of Cargo Signal's hardware, software, and service offerings, providing valuable feedback for continuous improvement. Process Development and Implementation + Scalable Process Design: Work with leadership to streamline monitoring workflows, identify inefficiencies, and implement scalable, efficient solutions. + Policy & Procedure Development: Work with leadership to implement monitoring policies, procedures, and best practices to optimize performance in a 24/7 environment. + Customer-Centric Process Implementation: Implement, review, and adjust processes to comprehensively address customer needs related to alert monitoring and emergency response. + SOP Management: Partner with Business Operations to review and refine customer-specific SOPs, ensuring clarity and accuracy. Create, validate, and maintain customer profiles, select appropriate alert rules within the Cargo Signal platform, and manage escalation contact lists. Knowledge: + Personal and professional alignment with Cargo Signal culture and critical success factors. + Experience in a logistics or security Command Center environment. + Strong organization, communication, and execution capabilities. + Experienced problem solver, strong collaborator, and able to provide clarity around complex topics. + Proven customer service skills. + Proven ability to analyze data and generate actionable insights. + Strong understanding of security and incident response protocols. + Excellent communication and collaboration skills. + Ability to thrive in a fast-paced, 24/7 operational environment. + Strong technical aptitude, and the ability to learn new systems quickly. + Must have strong understanding of logistics functions (Air, Ocean, Trucking, Distribution, Risk Management). + Understanding of security equipment used, such as: Cargo Signal platform, GPS trackers, and cellular networks. + Familiarity with emergency/ incident response protocols and processes. + Complete understanding of maps and global addresses and communication. + Three years of proven experience in logistics operations. + Two years of supply chain security experience. Skills: + Effective interpersonal skills, including proven abilities to listen, comprehend, effectively communicate clearly and concisely to obtain positive results. + Strong organizational skills. + Good computer skills (Outlook, Excel, Word, PowerPoint, Zoom). + Fluent in English (required) - Additional language skills (preferred). Behaviors: + Positive and willing-to-help attitude. Brings the best out in people. + Lead by example; self-driven toward quality work and to always be learning. + Aptitude for resolute questioning to find the root cause when given incomplete information. + Proactive research or clarification on anything they don't understand. + Sense of urgency. + Proactive situational awareness. + Quality-Obsessed approach to timely and accurate information. + Exude company's 10 cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary + Respect for global regulatory compliance procedures and integrity to always uphold them. + Puts the team ahead of self. + Cares deeply about the successes and job satisfaction for themselves and their team members. Education and Experience: + High School Diploma or GED (required) / Any one of: AA, AS, BA, BS Degrees (desired) + Mid-career experience in a security or logistics role + Supervisory experience with hiring, direct reports, conducting reviews, etc. (preferred) + Experience training or teaching with proven results (required) + Security/military/law enforcement background a plus + Experience communicating with service provider contacts; including drivers, warehouse agents and dispatchers. + Experience communicating with security and/or law enforcement. + Knowledge of transportation routing and balancing capability and cost vs. customer service requirements. + EI Leadership / EI Supervisor / Change Management / IATA Certification (desired) + Supply Chain Security Certification + Dangerous Goods Certification (will be assigned if not yet acquired) Candidate may elect to work at one of the following Cargo Signal office locations: + Federal Way, WA + Seattle, WA + Bellevue, WA + Lynnwood, WA Expected base salary: $95,000-$110,000 Cargo Signal is a 24/7/365 operation. Weekend, holiday, and evening work may be required. Offering excellent benefits: + Paid Vacation (first year prorated based off month of hire then eligible for 15 days) + Holidays (10) + Flexible Days (2) + Paid Sick Time (accrual rate of 1 hour of sick time per 30 hours paid) + 401(k) Retirement Savings Plan with employer match (US Only) + Employee Stock Purchase Plan (ESPP) + Medical, Prescription Drug, Dental & Vision Coverage + Health Savings Account (HSA) + Life and Disability Insurance + Paid Parental Leave (additional eligibility criteria) + Dependent Care Flexible Spending Account (DC FSA) + Commuter Benefit + Employee Assistance Program (EAP) + Training and Personnel Development Program + Educational Assistance and Reimbursement Reporting Structure: Command Center Manager All your information will be kept confidential according to EEO guidelines.

About the Company

Expeditors

INDUSTRY

Other/Not Classified