Senior Operations Specialist – Key Account Control Tower

Job PurposeThe Senior Operations Specialist – Key Account Control Tower supports the end-to-end operational performance of strategic global customer accounts across multiple countries.Acting as the central coordination point between customers, overseas stations, carriers, vendors, and internal stakeholders, this role ensures operational excellence, shipment visibility, timely escalation, KPI achievement, and consistent service delivery region-wide.The successful candidate will thrive in a fast-paced Control Tower environment, have strong operational knowledge of freight forwarding, demonstrate excellent analytical skills, and communicate confidently with customers and regional stakeholders.Key ResponsibilitiesRegional Control Tower OperationsCoordinate and monitor international shipments across Air Freight, Ocean Freight, and Cross-Border transportation.Maintain end-to-end shipment visibility and ensure operational milestones are met on time.Coordinate closely with overseas stations, carriers, vendors, and internal stakeholders to ensure seamless shipment execution.Identify operational risks, shipment delays, or service failures and resolve them proactively.Ensure compliance with customer SOPs, operational procedures, and service commitments.Key Account Management & Customer SupportServe as a key operational contact for assigned strategic customer accounts.Build strong working relationships with Global Account Managers, Regional Account Managers, overseas stations, and customers.Manage customer communications on shipment status, operational issues, and service recovery.Support new customer implementations, account transitions, and operational onboarding activities.Escalation & Exception ManagementInvestigate and manage operational escalations in multiple countries.Coordinate resolution promptly with country operations teams and service providers.Conduct root cause analysis for operational failures and implement corrective actions.Escalate critical operational risks promptly to management.Ensure customers get timely updates throughout the escalation process.Performance Reporting & AnalyticsMonitor operational performance against agreed KPIs, SLAs, and customer requirements.Prepare operational dashboards, KPI reports, and performance analysis using Microsoft Excel.Support Weekly Business Reviews (WBR), Monthly Business Reviews (MBR), and Quarterly Business Reviews (QBR).Analyse operational trends and suggest improvements.Maintain high standards of data accuracy and reporting integrity.Continuous ImprovementIdentify opportunities to improve operational efficiency, reporting accuracy, shipment visibility, and customer experience.Support the development and enhancement of SOPs and operational workflows.Promote operational best practices across regional teams.Participate in process improvement initiatives and customer projects.Mandatory RequirementsAt least 5 years' experience in international freight forwarding, logistics operations, key account operations, or Control Tower operations.Strong working knowledge of international Air Freight operations.Experience coordinating customer-facing operational activities and shipment escalations.Experience preparing operational reports, KPI tracking, and performance analysis.Advanced Microsoft Excel skills, including:Pivot TablesXLOOKUP/VLOOKUPData analysisReportingExcellent written and verbal communication skills.Strong stakeholder management skills with the ability to coordinate across multiple countries and functions.Ability to manage multiple priorities within a fast-paced operational environment.Strong analytical, organisational, and problem-solving skills.Preferred RequirementsCandidates with one or more of the following have an advantage:Experience within a regional or global Control Tower environment.Experience supporting multinational customers or strategic key accounts.Working knowledge of Ocean Freight operations.Working knowledge of Cross-Border transportation.Experience supporting customer business reviews (WBR, MBR, QBR).Experience using freight forwarding, transportation management, or shipment visibility systems.Power BI or other business intelligence/reporting tools.Experience leading operational process improvement initiatives.EducationDiploma or Degree in Logistics, Supply Chain Management, Transportation, Business, or a related discipline.Relevant industry experience may be considered in lieu of formal qualifications.Core CompetenciesCustomer-focused mindsetStrong operational judgementAnalytical thinkingAttention to detailExcellent communication skillsStakeholder managementEscalation managementAccountability and ownershipProactive problem-solvingResilience under pressureAbility to influence without direct authorityWorking EnvironmentThis role supports regional and global customer accounts and requires close collaboration with teams across multiple countries and time zones.Candidates should be comfortable working in a fast-paced operational environment where customer requirements, shipment priorities, and business demands change quickly.Travel RequirementOccasional domestic and international travel may be required, sometimes on short notice, to support customer meetings, operational implementations, business reviews, critical escalations, or project activities.Candidates should be willing and able to travel as business needs require.