Control Center Specialist II

About the role

The Centralized Active Monitoring Team Specialist monitors Digital Control Tower alerts to protect live pharmaceutical shipments. You will validate alerts in the Transport Management System (TMS) and Controlant Supply Chain Monitoring, decide on the appropriate response, and coordinate actions with local offices and operational stakeholders.

Key responsibilities

• Monitor Digital Control Tower alert emails and reports at defined intervals.
• Open related shipments in TMS, confirm responsible parties, and mark alerts as read.
• Tri­age location alerts, temperature pre‑alarms, battery health alerts, and data‑integration issues.
• Validate shipment location, temperature, battery status, device activity, transport plan, and transit timeline using TMS and Controlant.
• Identify root causes such as off‑load delays, misrouting, incorrect TMS data, storage issues, or loss of transmission.
• Determine required actions – no action, corrective action, escalation, or further investigation.
• Coordinate and escalate actions to the responsible local office, operations, customer service, billing, airline, handler, driver, or nearest World Courier office.
• Document resolution status and concise comments in TMS.
• Follow SOPs, quality standards, and security requirements while flagging recurring issues for continuous improvement.

Required profile

• Relevant qualification, bachelor’s degree, or equivalent work experience (preferred).
• Previous experience in logistics, shipment monitoring, customer service, operations support, or exception management.
• Familiarity with transport management systems, real‑time monitoring platforms, or temperature‑controlled shipments is an advantage.

Required skills

• Transport Management System (TMS) usage.
• Controlant Supply Chain Monitoring platform.
• Real‑time monitoring of temperature‑controlled shipments.
• Analytical ability to assess alerts and determine root causes.