Control Tower Officer

About the role

The Control Tower Officer monitors transportation operations from start to finish, using live GPS and TMS tracking to ensure deliveries meet SLAs and KPIs. The role acts as a hub between fleet, dispatch, customs, customer service and the customers themselves, ranking critical cases by urgency and following each issue to resolution.

Key responsibilities

• Monitor all truck movements, trips and shipments in real time through GPS/TMS and tracking systems.
• Track trip progress against the plan and flag delays, route deviations, long stops and missed delivery windows.
• Follow up on active trips with drivers, dispatchers and transport providers (own fleet and subcontracted).
• Rank critical and time‑sensitive shipments and quickly escalate exceptions to the appropriate teams.
• Coordinate with fleet, dispatch, customs clearance, customer service and warehouse teams to resolve operational bottlenecks.
• Log incidents such as accidents, breakdowns, cargo damage and delays, and ensure each case is closed.
• Provide customers and internal stakeholders with accurate shipment status updates (ETA, POD, exceptions).
• Prepare daily, weekly and monthly operational reports and KPI dashboards covering on‑time delivery, trip turnaround, fleet utilisation and SLA compliance.
• Maintain accurate system data, including trip records, milestones, PODs and exception logs.
• Conduct root‑cause analysis on repeated delays and suggest corrective actions.

Required profile

• Bachelor's degree in Supply Chain, Logistics, Business Administration, Industrial Engineering or a related field.
• 2–3 years of experience in a control tower, transportation operations, fleet monitoring or logistics coordination, preferably in transport, freight forwarding or shipping.

Required skills

• Practical experience with GPS tracking and fleet management or TMS platforms.
• Advanced Excel skills (pivot tables, VLOOKUP/XLOOKUP, dashboards).
• Power BI proficiency (a plus).