Apply on Employer Site

DSV - Global Transport and Logistics · 2 days ago

Senior Control Tower Specialist

Auburn Hills, MI

Full-time

Onsite

Mid, Senior Level

$50K/yr - $68K/yr

2+ years exp

DSV - Global Transport and Logistics is the world's 3rd largest supplier of global solutions within transport and logistics. The Senior Control Tower Specialist is responsible for managing service requests from customers, focusing on customer satisfaction and logistics operations for assigned accounts.

Freight ServiceInsuranceLogisticsSupply Chain ManagementTransportationWarehousing

Responsibilities

Develops and maintains positive customer relationships

Communicates effectively with customers, suppliers, logistics service providers and team members

Oversee data integrity and holds suppliers, vendors, and internal team accountable for data accuracy

Monitors and provides feedback to Control Tower Specialists for assigned customer accounts

Responsible for the training of entry level Control Tower Specialists

Provides remote and on-site support to teams including customer service, material planning, logistics and supply chain departments

Utilizes the quality process to resolve customer service and vendor issues

Leads new account onboarding and implementation

Completes assigned UAT (User Acceptance Testing) for all operations systems and processes related to new client implementations, integrations, and change management

Proactively anticipates and resolves potential customer service, vendor, logistics service providers, and internal team issues

Designs load optimization strategies

Set and report KPIs (Key Performance Indicators) for assigned customer accounts

Manages the logistics tracking, escalation, and recovery plans for assigned customers

Manages vendor, supplier, and carrier relations for assigned customers

Executes cost management strategies for assigned customer(s) according to program design, ensures client’s vendors follow all program initiatives

Responsible for negotiated spot and expedite rates for assigned customer(s)

Manages customer’s LSP (Logistics Service Providers) to ensure SLA (Service Level Agreements) are met, assists with countermeasures and action plans to drive continuous improvement

Executes meetings with customer(s) to review carrier, supplier, vendor performance and continuous improvement

Ensures communication protocols between vendor and customer are followed and maintained

Responsible for making strategic decisions to assigned customer(s) to ensure smooth logistical operations

Performs other duties as needed

Project work as required

Qualification

Logistics managementCustomer serviceData integrityTransportation management softwareKPI reportingTraining junior team membersGeneral mathematicsMicrosoft OfficeInterpersonal communicationProblem-solvingAttention to detailTeamworkAdaptability