Senior Operations Specialist – Key Account Control Tower

About the role

The Senior Operations Specialist – Key Account Control Tower will oversee end‑to‑end operational performance for strategic global customer accounts. Working from our Tampines hub, you will act as the central coordination point between customers, overseas stations, carriers, vendors and internal teams to ensure shipment visibility, timely escalation and KPI achievement across the region.

Key responsibilities

• Coordinate and monitor international shipments across air freight, ocean freight and cross‑border transportation.
• Maintain end‑to‑end shipment visibility and ensure operational milestones are met on time.
• Collaborate closely with overseas stations, carriers, vendors and internal stakeholders to guarantee seamless execution.
• Identify and proactively resolve operational risks, delays or service failures.
• Serve as the primary operational contact for assigned strategic accounts, managing communications on shipment status and service recovery.
• Investigate and manage escalations across multiple countries, conducting root‑cause analysis and implementing corrective actions.
• Monitor performance against KPIs and SLAs, preparing dashboards and reports for weekly, monthly and quarterly business reviews.
• Identify continuous‑improvement opportunities and support the enhancement of SOPs and workflows.

Required profile

• Proven experience in freight forwarding or logistics control‑tower environments.
• Strong analytical abilities and a data‑driven mindset.
• Excellent communication skills with the ability to interact confidently with customers and regional stakeholders.
• Detail‑oriented, able to manage multiple priorities in a fast‑paced setting.

Required skills

• Microsoft Excel