Control Tower Operator-1
Key Skills
Job Description
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.
We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing [email protected].
Core Responsibilities
Monitor international airfreight shipments from booking through delivery, maintain accurate tracking and customer updates, and coordinate with customers, carriers, stations, and internal teams. Manage disruptions and recovery actions, ensure compliance with customer requirements and service levels, and support KPI monitoring, reporting, and continuous improvement.
Requirements
A bachelor's degree and/or forwarding industry experience is an advantage, along with fluent written and spoken English. The role calls for Microsoft Office skills, particularly Excel and Power BI, data analysis and reporting capabilities, and preferably familiarity with TMS, cargo tracking, and ERP systems.
About Maersk
Industry: Transportation, Logistics, Supply Chain and Storage
Company size: 10,001+ employees
A.P. Moller - Maersk is an integrated transport and logistics company; going all the way, together, for our customers and society. ALL THE WAY is our commitment to connect the world so that everyone has both the possibility and the ability to trade, grow and thrive. The company employs roughly 110.000 employees across operations in 130 countries.