Control Tower Associate

Your tasks

• Collaborate with merchants, Merchant Success teams, and internal departments to deliver reliable operational support and maximize merchant satisfaction.
• Help merchants create Warehouse Receiving Orders (WROs) for inbound shipments in accordance with operational procedures, including reviewing bills of lading and manufacturer packing slips.
• Investigate and resolve Unidentified Receiving Orders (UROs) on behalf of merchants.
• Create and manage internal and external inventory transfers, ensuring inventory movements are accurately documented and tracked.
• Create, monitor, and coordinate B2B orders, Fulfilled by Amazon (FBA) orders, and work orders involving kitting, de-kitting, case breakdowns, disposal, and donations.
• Schedule dock appointments for inbound and outbound shipments using OpenDock Nova or other applicable scheduling tools.
• Monitor merchant applications daily to identify operational issues, order exceptions, and potential risks, coordinating with the appropriate teams to resolve them promptly.
• Proactively manage questions, escalations, and day-to-day communications through shared team channels and email.
• Coordinate with Control Tower and Success Operations teams to ensure orders are correctly marked as shipped once they leave fulfillment centers.
• Work with Operations and Inventory Control and Quality Assurance (ICQA) teams to determine appropriate next steps for inventory that does not pass quality control.
• Prepare customized merchant reports using available tools, including Retool and Power BI.
• Generate bills of lading, parcel shipping labels, and pallet labels, ensuring documentation is accurate and complete.
• Coordinate with warehouse operations to ensure B2B and retail orders are shipped accurately and on time, with all required products and paperwork in place.
• Build effective working relationships with Implementation teams and internal Operations stakeholders to improve service quality and business outcomes.
• Escalate urgent issues appropriately and promptly, keeping the merchant experience at the center of decision-making.
• Follow all applicable food safety policies, operational procedures, and compliance requirements, and perform additional duties as assigned by the Team Lead or Manager.

Requirements

• 1–2 years of experience in account management, sales, customer success, or a related customer-facing role.
• Excellent written and verbal English communication skills, with the ability to communicate confidently and professionally with international customers and internal teams.
• Proficiency in Microsoft Word and Excel, including the ability to work accurately with spreadsheets and manage operational data.
• Familiarity with internet-based systems and the ability to learn and navigate new software platforms efficiently.
• Strong organizational skills and the ability to manage multiple tasks, competing priorities, and time-sensitive requests while maintaining accuracy.
• Ability to follow established instructions, procedures, and operational protocols consistently.
• A customer-focused mindset, with the ability to build positive relationships, respond constructively to concerns, and coordinate solutions across departments.
• Strong attention to detail when reviewing shipment documents, processing orders, preparing labels, and managing inventory information.
• Proactive problem-solving skills, sound judgment, and the ability to recognize when issues require escalation.
• A collaborative approach and willingness to work closely with cross-functional teams in a fast-paced, performance-driven environment.
• Willingness to work the required overnight shift of 6:30 p.m. to 3:30 a.m. India Standard Time (IST), corresponding to 8:00 a.m. to 5:00 p.m. Central Standard Time (CST), with Saturday and Sunday off. Flexibility to accommodate other shifts in the future may be required based on business needs.

What we offer

• Medical coverage: Medical insurance to support employee healthcare needs.
• Term and accidental insurance: Additional insurance protection.
• Paid leave: 12 days of all-purpose leave covering casual and sick time.
• Earned leave: 15 days of earned leave.
• Public holidays: 12 public holidays.
• Parental benefits: Generous maternity and paternity leave.
• Wellness: A quarterly wellness day to support employee well-being.
• Work-from-home support: A work-from-home allowance for remote employees.
• Remote work: Work from home while based in India.
• Learning and innovation: Access to AI and productivity tools to support efficiency, problem-solving, and continuous improvement.
• Collaborative culture: An environment emphasizing ownership, transparent communication, accountability, continuous learning, and teamwork.

Other

How Jobgether works We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.