Control Tower Operator

The Airfreight Control Tower Operator is responsible for the proactive monitoring, coordination, and management of international airfreight shipments throughout the transportation lifecycle. Acting as the central point of contact between customers, carriers, origin and destination stations, and internal stakeholders, the Control Tower Operator ensures operational excellence, visibility, service compliance, and timely resolution of shipment exceptions.

The role requires strong analytical skills, customer focus, operational expertise, and the ability to manage multiple shipments and stakeholders simultaneously in a fast-paced logistics environment.

Key Responsibilities

Shipment Monitoring & Visibility

• Monitor airfreight shipments from booking through final delivery.

• Track and manage shipment milestones and transportation events.

• Ensure adherence to agreed transit times and customer-specific SOPs.

• Maintain accurate shipment status updates within transportation management systems.

• Provide proactive communication regarding shipment progress and potential delays.

Exception Management

• Identify transportation disruptions, delays, capacity constraints, or service failures.

• Execute contingency plans to minimize operational impact.

• Escalate critical issues according to established escalation procedures.

• Coordinate recovery actions with airlines, gateways, customs teams, and local operations.

Customer Service & Communication

• Serve as the primary operational contact for assigned customers.

• Provide regular performance updates and shipment visibility reports.

• Respond to customer inquiries in a timely and professional manner.

• Manage service issues and customer complaints, ensuring prompt resolution.

Operational Coordination

• Coordinate with origin and destination offices to ensure seamless shipment execution.

• Liaise with airlines, handling agents, trucking providers, and other service partners.

• Ensure compliance with customer requirements, contractual obligations, and service level agreements (SLAs).

• Validate documentation and shipment data accuracy.

Performance Management

• Monitor operational KPIs and customer service metrics.

• Support root cause analysis of service failures.

• Drive continuous improvement initiatives to enhance operational efficiency and customer satisfaction.

• Contribute to performance reviews and operational reporting.

Required Qualifications

Education & experience

• Bachelor's degree and/or experience in the Forwarding industry is an advantage.

• Fluently English both written and verbally.

• Proficiency in Microsoft Office, particularly Excel and Power BI.

• Data analysis and reporting capabilities.

• Familiarity with transportation management systems (TMS), cargo tracking platforms, and ERP systems is an advantage.

Core Competencies

Operational Excellence

• Strong attention to detail.

• Ability to manage high shipment volumes.

• Excellent organizational and prioritization skills.

Customer Focus

• Proactive customer communication.

• Strong service orientation.

• Relationship management capabilities.

Problem Solving

• Analytical mindset.

• Ability to make decisions under pressure.

• Effective escalation and recovery management.

Communication

• Strong verbal and written communication skills.

• Ability to engage with global stakeholders.

• Professional presentation and reporting skills.

Teamwork & Collaboration

• Cross-functional collaboration.

• Ability to work in multicultural environments.

• Positive and solution-oriented attitude.

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

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