Senior Control Tower Specialist, Cloud Logistics, Road Transport

Senior Control Tower Specialist, Cloud Logistics, Road Transport US

Lancaster

Nearest Major Market:
Dallas Nearest Secondary Market:
Fort Worth

At DSV Road Transport, the Senior Control Tower Specialist plays a critical role in ensuring the seamless execution of transportation and logistics activities across the first, middle, and final mile network. This role provides end-to-end oversight of freight movements spanning from origin pickup, linehaul, to final delivery—while serving as a subject matter expert and trusted liaison between customers, carriers, and cross-functional teams.

The Senior Control Tower Specialist drives service excellence by proactively managing exceptions, analyzing performance data, and ensuring operational alignment with customer expectations and contractual requirements.

Duties & Responsibilities:

• Oversee the full lifecycle of shipments from pickup to final delivery, including appointment scheduling, load monitoring, and delivery confirmation.
• Serve as the escalation point for complex final mile delivery issues and determine corrective actions in partnership with stakeholders.
• Analyze trends in service failures, accessorials, delivery refusals, and customer feedback.
• Develop process improvement strategies to increase on-time and in-full delivery metrics.
• Interpret and enforce service-level agreements (SLAs) with a deep understanding of customer contracts, ensuring compliance across internal and external stakeholders.
• Collaborate with Operation Managers, Key Account Managers, and external logistics providers to streamline communication and service execution.
• Investigate and resolve exceptions, customer escalations, or carrier delays with minimal oversight.
• Provide timely communication updates with carriers, customers, and internal stakeholders.
• Monitor real-time shipment data and system inputs across the Transportation Management System (TMS), ensuring accuracy and consistency with service goals.
• Provide strategic insights and recommendations to leadership based on shipment trends, carrier performance, and customer KPIs (e.g., OTIF).
• Partner with internal teams such as Sales, Warehouse Operations, and Customer Success to support integrated service solutions.
• Lead or support special initiatives, systems enhancements, or customer onboarding related to final mile logistics.
• Support ad-hoc reporting and project assignments as delegated by management.
• Track last-leg movements and proactively resolve any foreseen and unforeseen delays

Other duties and project work as assigned

Experience &

Qualifications:

• High School diploma or equivalent required;
  Bachelor's degree in business, logistics, supply chain management, or a related field is preferred
• 5+ years' experience in FTL/LTL, logistics, transportation brokerage, or related field required
• Experience with Transportation management software
• Prior experience interpreting contracts or SLAs and implementing logistics solutions a plus.

Skills:

• Ability to perform basic mathematical calculations, such as calculating mileage, costs, rates
• Proficient with all Microsoft Office applications, Word, Excel, Teams and PowerPoint - (basic formulas, email management, basic formatting, basic presentations).
• Experience with transportation management systems or relative system platform a plus.
• Fluency in English is required; knowledge of additional languages is a plus.
• Strong analytical, problem-solving, and decision-making skills.
• Ability to work independently and prioritize competing responsibilities in a deadline-driven environment.
• Excellent written and verbal communication skills, including escalation and stakeholder updates.
• Collaborative mindset with the ability to influence others cross-functionally.
• Strong understanding of logistics workflows, documentation, accessorials, and regulatory requirements related to delivery operations.
• Organized, detail-oriented, and proactive.
• Ability to build and cultivate strong relationships
• Driven, enthusiastic, and highly motivated

Physical Demands:

• While performing the duties of this job, the employee uses his/her hands to finger, handle or feel objects, tools or controls; reach with hands and arms; stoop, kneel, or crouch; talk or…