Senior Control Tower Specialist

DSV Road Transport•Lancaster, TX

58d•$51,000 - $69,000

About The Position

At DSV Road Transport, The Senior Control Tower Specialist, Special Projects is a key member of the operations team responsible for ensuring seamless execution across the transportation network while providing specialized support on pricing, rating, and project-based initiatives. This role functions as a subject matter expert and operational "floater," supporting all product lanes, covering for team members as needed, and leading or assisting with special projects that enhance service delivery and customer experience. The Senior Control Tower Specialist drives operational excellence by proactively managing exceptions, analyzing performance data, and aligning execution with customer expectations and contractual requirements.

Requirements

High School diploma or equivalent required; Bachelor's degree in business, logistics, supply chain management, or a related field is preferred.
3 years' experience in logistics, transportation brokerage, or related field required; 5+ years preferred.
Experience with Transportation management software.
Experience with rating, pricing, or cost analysis within freight brokerage or logistics strongly preferred.
Strong analytical and problem-solving skills with the ability to interpret data and recommend solutions.
Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Teams).
Experience with Transportation Management Systems (TMS); CRM or pricing tools a plus.
Excellent verbal and written communication skills for escalation handling and customer updates.
Strong organizational skills with ability to multitask and manage shifting priorities.
Collaborative mindset with ability to work cross-functionally and independently.
Customer-focused with the ability to build and maintain strong relationships.
Ability to perform basic mathematical calculations, such as calculating mileage, costs, rates
Business fluent in English
Highly proficient in Microsoft Office Software (Excel, Word, PowerPoint, and others)
Good knowledge of Transportation Management Software

Responsibilities

Oversee the full lifecycle of shipments from pickup through final delivery, ensuring accuracy, timeliness, and customer satisfaction.
Provide pricing and rating support, including generating spot quotes and analyzing cost structures to optimize profitability.
Act as a back-up resource for Control Tower Specialists across product lanes (first, middle, and final mile) to ensure continuity of service.
Serve as a floater across all operational lanes, assisting with workload balancing and covering absences as needed.
Lead or support special projects, including systems enhancements, new product rollouts, process improvement initiatives, and customer onboarding.
Serve as the escalation point for complex delivery or service issues; partner with stakeholders to resolve challenges quickly and effectively.
Analyze shipment trends, service failures, accessorials, and customer feedback to identify root causes and develop solutions.
Interpret and enforce service-level agreements (SLAs) and contractual obligations across customer accounts.
Monitor shipment data within the Transportation Management System (TMS) to ensure accuracy, timeliness, and compliance with performance targets.
Collaborate cross-functionally with Sales, Operations, Warehouse, and Customer Success teams to deliver integrated service solutions.
Provide timely updates and clear communication to carriers, customers, and internal stakeholders.
Generate ad-hoc reporting, data analysis, and insights to support leadership decision-making.
Track last-mile and linehaul performance, proactively resolving any anticipated or real delays.
Lead by example in professionalism, customer focus, and teamwork.
Perform other duties and special assignments as directed by management.

Benefits

DSV provides a comprehensive package of health benefits including: medical, prescription, dental, vision, and life insurance, along with flexible and health spending accounts, short and long-term disability coverage, and wellness resources to support your overall well-being.
In addition, our 401(k) plan offers company-matching contributions up to 5% to help you build a secure financial future.
To support a healthy work-life balance, DSV also offers generous paid time off, paid holidays, and additional floating holidays.

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