Control Tower Specialist

Control Tower Specialist

Summary

The Control Tower Specialist is responsible for coordinating and managing customer service requests to ensure expectations are met or exceeded while achieving key performance goals. This role works closely with customers, suppliers, logistics service providers, vendors, and internal teams to ensure service requests and shipments are handled accurately and in a timely manner.

The Control Tower Specialist will be responsible for tracking shipments, coordinating load planning, monitoring inventory levels, and proactively resolving or escalating issues related to the logistics operations of assigned accounts.

Duties and Responsibilities

• Work closely with internal team members and external partners to meet or exceed customer service requirements.
• Coordinate and manage the movement of goods from suppliers to customers.
• Communicate with customers, suppliers, vendors, and logistics service providers to ensure shipments are delivered on time and according to customer requirements.
• Track shipments and monitor inventory levels to ensure accurate and efficient operations.
• Execute load planning and optimization strategies to support efficient transportation and delivery.
• Identify, resolve, and escalate issues that arise during the shipping process, including delays, damages, lost shipments, and other service-related concerns.
• Develop and maintain positive relationships with customers and business partners.
• Ensure assigned key performance factors and service goals are achieved.
• Maintain accurate data capture and timely system entry.
• Provide remote and on-site support to customer service, material planning, logistics, and supply chain teams as needed.
• Utilize established quality processes to resolve customer, vendor, and operational issues.
• Assist with the start-up and implementation of new customer accounts.
• Proactively anticipate and address potential issues involving customers, vendors, partners, and internal teams.
• Participate in special projects and other assignments as needed.
• Perform other duties as assigned.

Education and Experience

• Minimum of 2 years of experience in logistics, customer service, supply chain, or a related field.
• High School Diploma or GED preferred.