Senior Control Tower Specialist, Special Projects, Road Transport 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 - VIRTUAL - US Illinois 

Division: Road 
Job Posting Title: Senior Control Tower Specialist, Special Projects, Road Transport US - 101187 
Time Type: Full Time

Summary
At DSV Road Transport, The Senior Control Tower Specialist, Special Projects is a key member of the operations team responsible for ensuring seamless execution across the transportation network while providing specialized support on pricing, rating, and project-based initiatives. This role functions as a subject matter expert and operational “floater,” supporting all product lanes, covering for team members as needed, and leading or assisting with special projects that enhance service delivery and customer experience. The Senior Control Tower Specialist drives operational excellence by proactively managing exceptions, analyzing performance data, and aligning execution with customer expectations and contractual requirements.

Duties and Responsibilities
•    Oversee the full lifecycle of shipments from pickup through final delivery, ensuring accuracy, timeliness, and customer satisfaction.
•    Provide pricing and rating support, including generating spot quotes and analyzing cost structures to optimize profitability.
•    Act as a back-up resource for Control Tower Specialists across product lanes (first, middle, and final mile) to ensure continuity of service.
•    Serve as a floater across all operational lanes, assisting with workload balancing and covering absences as needed.
•    Lead or support special projects, including systems enhancements, new product rollouts, process improvement initiatives, and customer onboarding.
•    Serve as the escalation point for complex delivery or service issues; partner with stakeholders to resolve challenges quickly and effectively.
•    Analyze shipment trends, service failures, accessorials, and customer feedback to identify root causes and develop solutions.
•    Interpret and enforce service-level agreements (SLAs) and contractual obligations across customer accounts.
•    Monitor shipment data within the Transportation Management System (TMS) to ensure accuracy, timeliness, and compliance with performance targets.
•    Collaborate cross-functionally with Sales, Operations, Warehouse, and Customer Success teams to deliver integrated service solutions.
•    Provide timely updates and clear communication to carriers, customers, and internal stakeholders.
•    Generate ad-hoc reporting, data analysis, and insights to support leadership decision-making.
•    Track last-mile and linehaul performance, proactively resolving any anticipated or real delays.
•    Lead by example in professionalism, customer focus, and teamwork.
•    Perform other duties and special assignments as directed by management.

Skills & Competencies
•    Strong analytical and problem-solving skills with the ability to interpret data and recommend solutions.
•    Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Teams).
•    Experience with Transportation Management Systems (TMS); CRM or pricing tools a plus.
•    Excellent verbal and written communication skills for escalation handling and customer updates.
•    Strong organizational skills with ability to multitask and manage shifting priorities.
•    Collaborative mindset with ability to work cross-functionally and independently.
•    Customer-focused with the ability to build and maintain strong relationships.

Educational background / Work experience / Qualifications
•    High school diploma