Senior Customer Experience Consultant - Control Tower

We are looking for an experienced Senior Customer Experience Consultant - Control Tower to support the end-to-end management of pharmaceutical and healthcare shipments within a temperature-controlled logistics facility in Rotterdam, Maasvlakte.

The role acts as the central operational contact between customers, warehouse teams, transport providers, ocean carriers, and customs partners. You will coordinate cargo movements from inbound truck arrival, through unloading and short-term cold storage, to container loading and export via ocean freight using Maersk or other ocean carriers, depending on customer and destination requirements.

The successful candidate will ensure operational excellence, shipment visibility, GDP compliance, and outstanding customer service.

Control Tower Operations

· Coordinate inbound and outbound customer shipments.

· Maintain end-to-end shipment visibility and milestone tracking.

· Manage operational exceptions, delays, and escalations.

· Coordinate activities across transportation, warehouse, and ocean freight operations.

· Ensure customer requirements and service levels are met inline with KPIs.

Warehouse & Cold Chain Coordination

· Coordinate truck arrivals, cargo handling, storage, and container loading.

· Ensure proper handling of pharmaceutical products in a GDP-compliant environment.

· Verify shipment readiness and export documentation.

· Monitor cold chain integrity and operational compliance.

Ocean Freight Coordination

· Arrange ocean freight bookings with shipping lines.

· Liaise with carriers, terminals, depots, and customs brokers.

· Ensure accurate and timely shipment execution.

Customer Management

· Serve as the primary operational contact for customers.

· Provide shipment updates and proactive communication.

· Support customer reviews and continuous improvement initiatives.