Business Support Assistant - Global Carrier Rates

Position:

BSS Control Tower BSA – RMT

Department / Location:

MNL ISSC - Business Support Services Control Tower

Line Reporting:

Business Support Services CT Team Leader - RMT

The Business Support Assistant is responsible for managing Control Tower RMT activities, including uploading all relevant carrier rate sheet into the GPM system. This role focuses on maintaining the highest level of service quality while ensuring key performance indicators (KPIs) such as quality, timeliness, and productivity are met. The individual is expected to proactively identify process issues, communicate them effectively, and recommend improvements. Additionally, the Business Support Assistant supports the team leader in achieving KPIs and ensuring compliance with directives.

Key Tasks & Deliverables

1. Upload carrier/client rate sheets into the system, including ocean rates, surcharges, and arbitrary charges, ensuring accuracy.


2. Ensure the data input is accurate and consistent to prevent system errors.


3. Communicate any issues to the relevant Trade Lane Logistics Manager (TLLM) and suggest actionable solutions for improvement.


4. Propose process improvements based on identified challenges and issues.


5. Process and update workload allocations, ensuring that all request tickets from the Trade Lane Manager are prioritized and completed within the allowed KPIs.


6. Follow the SOP for updating carrier rate sheets, uploading them into the GPM system, and applying special instructions for specific customers.


7.  Report irregularities in accordance with the SOP.


8. Notify the responsible Trade Lane Manager of any irregularities and clarifications via email. Escalate issues as necessary.


9.  Maintain ticket status in Cherwell/ServiceNow and notify the rate owner once upload activities are completed by marking the ticket as "Resolved."


10.  Actively contribute process improvement ideas during daily stand-up meetings.


11.  Accurately and promptly update nominated systems and trackers.


12.  Assist in report development based on customer requirements.


13. Proactively notify of any discrepancies in reports, especially those that cannot be addressed on our end.


14.  Respond promptly to related queries.


15. Report irregularities in accordance with the SOP and Global KPIs, escalating issues when necessary.


16.  Initiate and promote process improvements, actively participating in projects that enhance process efficiency.


17.  Meet or exceed individual performance expectations as outlined in the SLA.


18.  Support the Supervisor/Manager in achieving set KPIs.


19. Work under the direction of a Team Leader.


20. Adapt to DSV MNL ISSC culture and perform in alignment with the company's values and behaviors.


21. Serve as a DSV ambassador, offering support and clarification to team members.


22. Take ownership of personal development in alignment with DSV’s performance review process.


23. Follow given directions and perform assigned duties effectively.


24.  Perform tasks that support DSV's objectives related to quality, health, safety, and the environment, adhering to the QHSE policy and IMS requirements.


25.  Be a team player and open to reassignment to different teams or operating hours as needed by the business.


26.  Perform all tasks professionally, following company rules, procedures, instructions, and regulations, and aligning with the organizational culture.


27. Complete other tasks as assigned by your superior.

Education and Skills

• A background in freight forwarding or logistics education is an advantage.

Knowledge of various transport management systems is an advantage.

• Experience with Tender/Rate management, Sales, and Commercial processes is a plus.


• Prior experience in billing issuance or similar tasks is an advantage.


• Proficient in MS Office (Outlook/Excel – Intermediate to Advanced level).


• Strong familiarity with web-based applications and the Internet.


• Quick learner with a focused work approach.


• Resilient, with the ability to prioritize tasks and meet deadlines.


• Demonstrates an accurate and reliable working method.


• Strong teamwork skills, with the ability to collaborate effectively with team members.


• Open-minded and flexible, with a customer-oriented service attitude.


• Capable of cooperating with various units within DSV, including ISSC and local teams.


• Skilled in using tools and applications for data management and reporting.


• Strong data analysis skills.


•  Ability to identify issues within processes and suggest improvements to enhance performance.


•  High level of accuracy and attention to detail, especially when handling carrier/client rates or sensitive data.


• Capable of managing multiple tasks, prioritizing effectively, and meeting deadlines.


• Proactively identifies challenges or inefficiencies in processes and takes corrective actions as needed.