Control Tower Specialist - VIP Accounts

The Control Tower Specialist acts as the central coordination point for assigned strategic/VIP accounts, ensuring smooth shipment execution, operational visibility, and service consistency across the network. Based at Global Headquarters, the role bridges customers, vendors, overseas offices, regional stations, and internal teams (including the Regional Account Manager and the global Control Tower network) to resolve issues, maintain data quality, and drive service excellence.
The role covers both daily shipment execution/coordination for the assigned account(s) and the reporting, KPI tracking, and continuous-improvement activities that support account management and customer commitments.

KEY RESPONSIBILITIE

1. Daily Shipment Operations & Control Tower Coordination
   Manage and follow up daily on shipment activities (air, ocean, multimodal) — pick-up, booking, and delivery progress. Monitor shipment milestones and maintain end-to-end visibility. Act as the central coordination point among customers, vendors, carriers, overseas offices, and origin/destination stations, proactively managing exceptions.
2. Global & Regional Network Coordination
   Coordinate with origin stations, regional branches/agents, and the global Control Tower network (e.g., LAX Control Tower) to ensure timely execution and end-to-end shipment visibility. Relay the Regional Account Manager's and customer's requirements and updates to relevant stations, driving cross-regional communication and issue resolution.
3. System Data Maintenance & Service Compliance
   Enter and maintain shipment, rate, and billing information accurately and on time; ensure data quality in the tracking system. Ensure compliance with customer SOPs and KPIs, and support service performance improvement.
4. KPI & Reporting Management
   Prepare and monitor operational and KPI reports (e.g., OTP, data quality, EDI, billing) and maintain accurate records. Compile regional/global reports for the customer and Regional Account Manager/Control Tower Manager, including KPI, QBR, and pricing.
5. Issue Resolution & Risk Management
   Identify operational risks, delays, and capacity constraints; coordinate recovery actions and contingency plans to minimize service disruptions. Follow up on logistics issues, claims, and operational abnormalities; compile data to support root-cause analysis and escalate to the RAM/Control Tower Manager when resolution is needed.
6. Continuous Improvement & Project Support
   Identify process improvement opportunities and support best-practice implementation across the network. Monitor and update project progress status, and support ad hoc logistics and account-support tasks as assigned.

ESSENTIAL JOB QUALIFICATIONS

Education/Technical Skills

• Bachelor's degree preferred
• Fluent in both Mandarin Chinese and English.
• Proficient in Microsoft Office (Word, Excel, PowerPoint) and forwarding/carrier operating systems; email and general internet applications.
• Excellent communication, interpersonal, and project management skills.
  

Knowledge/Work Experience    

• 3+ years of freight forwarding experience required; 5+ years preferred.
• Experience managing large accounts, especially in semiconductor or technology industries, is preferred; experience on a Key Account Management (KAM) team is a plus.
• General knowledge of air and ocean imports/exports, customs, and rate management.

Key Behavioral Competencies   

• Strong logical thinking and problem-solving ability.
• Detail-oriented and precise, with a strong mindset for customer service and operational improvement.
• Excellent time management skills; able to handle multiple tasks efficiently.
• Strong communication and relationship-building skills with a customer service attitude.
• Proactive, with good planning and organizational skills.