Senior Control Tower Specialist

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 - Auburn Hills, University Drive 

Division: Road 
Job Posting Title: Senior Control Tower Specialist 
Time Type: Full Time

Summary

The DSV Senior Control Tower Specialist is responsible for managing service requests from customers with the goal of meeting and exceeding customer expectations while obtaining key factor goals. The ability to work in a fast-paced, challenging environment is critical. Execution of duties will require a team-oriented individual that is customer service-focused, and able to obtain a strong knowledge of systems and vendor capabilities. This individual will be an integral part of the planning, execution, and continuous improvement for the logistics operations of their assigned account(s).

 

Duties and 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.

 

Educational background / Work experience

• 2 years’ experience in a logistics, customer service or related field.
• High School Diploma or GED preferred

 

 

Language skills

• English (reading, writing and verbal)

 

Computer Literacy

• Proficiency with Microsoft Office suite (Excel, Word, Access, and PowerPoint).

 

Mathematical Skills

• General mathematics skills

 

Other Skill