Control Tower Specialist

AIT WORLDWIDE LOGISTICS SINGAPORE PTE. LTD.; Singapore; On-site; SGD 42,000 - 64,000; Full time

Job summary

AIT WORLDWIDE LOGISTICS SINGAPORE PTE. LTD. is seeking a Control Tower Specialist to monitor and coordinate end-to-end logistics operations in Singapore, ensuring shipment visibility and timely issue resolution.

This role serves as the main operational contact between customers, country operations teams, and agents across Southeast Asia. The candidate will manage incidents, ensure compliance with SOPs, and drive performance reporting and continuous improvement initiatives in a dynamic logistics

Qualifications

• Diploma or Bachelor's Degree in Logistics, Supply Chain, Transportation, Business, or related field.
• 2–5 years of experience in freight forwarding, logistics operations, or customer service.
• Experience in air freight, customs clearance, or transportation management is preferred.
• Knowledge of international shipping documentation and logistics processes.

Responsibilities

• Monitor and manage daily shipment activities across air, ocean, and multimodal transport.
• Ensure shipments meet customer requirements and service levels.
• Coordinate with origin/destination teams and agents for smooth movement.
• Provide proactive shipment status updates and escalate delays.
• Investigate and resolve exceptions, including customs issues and documentation discrepancies.
• Support KPI monitoring, reporting, and continuous improvement initiatives.

Skills

Logistics coordination

Freight forwarding

Customer service

Operational planning

Education

Diploma or Bachelor's Degree in Logistics, Supply Chain, Transportation, Business, or related field

Job description

Job Summary

The Control Tower Specialist is responsible for monitoring and coordinating end-to-end logistics operations, ensuring shipment visibility, proactive communication, operational compliance, and timely issue resolution. The role serves as the key operational contact between customers, country operations teams, and agents to ensure seamless execution of shipments and service excellence across Southeast Asia.

Key Responsibilities

Shipment Management & Coordination

• Monitor and manage daily shipment activities across air (main), ocean, and multimodal transportation.
• Ensure shipments are executed in accordance with customer requirements and agreed service levels.
• Coordinate closely with origin and destination teams, and agents to ensure smooth shipment movement.
• Monitor shipment milestones and ensure timely updates in operational systems.
• Track urgent and critical shipments and provide proactive status updates to stakeholders.

Customer & Stakeholder Communication

• Serve as the primary operational contact for assigned customer accounts.
• Provide shipment status updates, exception reports, and recovery plans to customers and internal stakeholders.
• Escalate potential delays, service failures, or operational risks in a timely manner.
• Maintain effective communication with regional offices, country teams, and service providers.

Exception & Escalation Management

• Investigate and resolve shipment exceptions, including delays, customs issues, documentation discrepancies, cargo damage, and routing challenges.
• Coordinate corrective actions with relevant stakeholders to minimize service impact.
• Support root cause analysis and implementation of preventive measures.

SOP & Compliance Management

• Adhere to customer-specific SOPs and company operational procedures.
• Support the review and maintenance of operational work instructions and procedures.
• Ensure compliance with customer requirements, trade regulations, and company policies.
• Maintain accurate and complete operational records and documentation.

Performance Monitoring & Reporting

• Monitor operational KPI performance and identify potential service risks.
• Prepare shipment reports, exception reports, and operational summaries.
• Support customer business reviews by providing operational data and insights.
• Ensure data integrity and accuracy within operational systems.

Continuous Improvement

• Identify opportunities to improve operational efficiency and service quality.
• Participate in process improvement initiatives and customer projects.
• Share best practices and lessons learned across regional teams.
• Support implementation of new customer programs, SOPs, and operational requirements.
  

Qualifications

• Diploma or Bachelor's Degree in Logistics, Supply Chain, Transportation, Business, or related field.
• 2-5 years of experience in freight forwarding, logistics operations, supply chain coordination, or customer service.
• Experience in air freight, customs clearance, or transportation management is preferred.
• Knowledge of international shipping documentation and logistics processes.