Senior Executive, Control Tower

1. Job Purpose

Ensures timely execution of logistics activities, supports data analysis, and contributes to continuous improvement initiatives across the APAC region, requires strong coordination skills, attention to detail, and a proactive mindset to manage exceptions and support customer satisfaction.

2. Key Responsibility

Operational Execution

• Manage daily shipment activities and ensure compliance with SOPs and service standards.
• Coordinate with internal teams, carriers, and vendors to resolve operational issues.
• Monitor and manage carrier space allocation to ensure optimal utilization and service reliability.
• Handle spot quote requests, working with procurement and carriers to secure competitive pricing.
• Track and manage Demurrage & Detention (DnD) exposure, working with stakeholders to minimize cost impact.
• Support exception handling and escalate critical issues such as weather-related delays or port congestion.
• Investigate and resolve operational disputes related to shipment delays, charges, or service failures.
• Lead the damage claims process, ensure having deep understanding of claim circumstances and aim at customer benefit. Identify recurring claim root causes and suggest preventive action accordingly.

Customer & Stakeholder Support

• Act as a key point of contact for assigned customers, ensuring timely and professional communication.
• Coordinate with customer teams to align shipment planning, issue resolution, and service expectations.
• Support customer and vendor onboarding, pilot lane setup, and ongoing service reviews.
• Participate in regular customer calls and meetings, providing updates on performance and improvement actions.
• Build strong working relationships with internal and external stakeholders to ensure alignment and collaboration.
• Take ownership of assigned carrier relationships, acting as the focal point for operational escalations and service performance.
• Drive continuous improvement initiatives by:
• Collecting and analyzing customer feedback and operational pain points.
• Proposing and implementing process enhancements to improve service reliability, reduce lead times, and minimize cost.
• Collaborating with cross-functional teams to pilot new solutions or tools that enhance visibility and efficiency.
• Monitoring post-implementation results and adjusting strategies based on performance data and customer input.

Data & Reporting

• Analyze operational data to identify trends and improvement areas.
• Support KPI tracking, root cause analysis, and performance reporting.
• Ensure freight audit completeness by validating that all freight charges are accurately captured and documented.
• Maintain accurate records and documentation for audit and compliance purposes.

Process Improvement

• Collaborate with customers and internal teams to align forecasted volumes with carrier capacity.
• Identify opportunities to streamline processes and reduce manual workload.
• Support automation initiatives and contribute to best practice sharing across the region.
• Proactively manage risk scenarios (e.g., weather delays) and propose contingency plans to ensure service continuity.

3. Experience and Qualifications

• Minimum bachelor's degree in management or any related fields such as transport, logistics, supply chain etc.
• Minimum 2–4 years of experience in logistics, freight forwarding, or control tower operations

4. Competence Requirements

• Fluency in both written and spoken English is required.
• Effective communication skills and professional communication etiquette
• Strong computer (Windows PC) skills
• Detail-oriented with strong organizational skills.
• Ability to work under pressure and manage multiple priorities.
• Customer-focused mindset with a proactive approach to problem-solving.
• Team player with a willingness to learn and grow in a dynamic environment.
• Demonstrates a positive attitude toward feedback, open to listening, learning, and taking accountability.