Senior Control Tower Specialist, Road US

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DSV - Global transport and logistics
In 1976, ten independent hauliers joined forces and founded DSV in Denmark. Since then, DSV has evolved to become the world's 3rd largest supplier of global solutions within transport and logistics. Today, we add value to our customers' entire supply chain by transporting, storing, packaging, re-packaging, processing and clearing all types of goods. We work every day from our many offices in more than 80 countries to ensure a steady supply of goods to production lines, outlets, stores and consumers all over the world. Our reach is global yet our presence is local and close to our customers.  Read more at www.dsv.com

 

Location: USA - Lancaster, Midpoint Dr 

Division: Road 
Job Posting Title: Senior Control Tower Specialist, Road US - 99423 
Time Type: Full Time

 

SUMMARY

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.

 

 

ESSENTIAL DUTIES AND 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 Control Tower 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 by manager

 

 

 

MINIMUM REQUIRED QUALIFICATIONS (SKILLS, KNOWLEDGE AND ABILITIES REQUIRED)

 

Education and/or Experience

• High School diploma or equivalent required.

• 3 years’ experience in logistics, transportation brokerage, or related field

 

 

Mathematical Skills 

• Ability to perform basic mathematical calculations, such as calculating mileage, costs, rates 

 

           

 

SKILLS, KNOWLEDGE, AND ABILITIES

 

Computer Skills

• Proficient with all Microsoft Office application