Operations Specialist, Control Tower

Job Summary

The Operations Specialist, Control Tower, supports daily operational coordination, customer programme monitoring, reporting, and issue resolution across regional accounts, ensuring timely follow-up, operational visibility, and consistent service delivery.

Responsibilities

Operational Coordination

• Coordinate daily operational activities and shipment follow-up with internal teams, vendors, and regional stakeholders to ensure smooth workflow.
• Monitor operational performance metrics to ensure customer commitments and service timelines are consistently met.
• Support escalation processes and resolve operational issues promptly to maintain service quality.

Reporting & Data Management

• Prepare and maintain accurate operational reports, KPI tracking, and customer updates to provide clear visibility on performance.
• Analyse operational data to identify gaps and opportunities for process improvements.
• Ensure consistency and accuracy of operational data and reporting outputs.

Customer & Stakeholder Support

• Collaborate with account teams to facilitate customer communication and operational coordination activities.
• Assist in preparing customer reports, follow-up actions, and service review materials as required.
• Work with regional teams to maintain service consistency and operational alignment across accounts.

Process Improvement

• Support the implementation of operational improvements and best practices to enhance efficiency.
• Assist in streamlining workflows and improving operational processes across assigned accounts or programmes.

Required competencies and certifications

• Diploma in Logistics, Supply Chain Management, Business, or related discipline.
• Minimum 2–5 years of experience in logistics, freight forwarding, transportation, or operational coordination roles.

Preferred competencies and qualifications

• Experience in logistics operations, freight forwarding, customer operations, control tower coordination, or regional operations support.
• Familiarity with shipment monitoring, exception follow-up, KPI reporting, and customer service escalation handling.
• Comfortable working with internal stakeholders, regional teams, and customers to support timely operational updates and issue resolution.