Business Support Specialist - Rates Management

Position:

BSS Control Tower SPE – RMT

Department / Location:

MNL ISSC – Business Support Services Control Tower

Line Reporting:

Business Support Services CT Team Leader - RMT

The Business Support Specialist is responsible for managing Control Tower RMT activities and serves as the go-to person for questions related to the rates management process, including uploading all relevant carrier rate sheets into the GPM system. This role is focused on maintaining the highest level of service quality while ensuring that key performance indicators (KPIs), such as quality, timeliness, and productivity, are met. The Specialist is also responsible for performing relevant documentation to support the process. Additionally, the individual supports the team leader in achieving KPIs and ensuring compliance with directives. The Specialist is expected to proactively identify process issues, communicate them effectively, and recommend improvements.

Key Tasks & Deliverables

• Serves as the go-to person for questions related to the rates management process.
• Upload carrier/client rate sheets into the system, including ocean rates, surcharges, and arbitrary charges, ensuring accuracy.
• Ensure the data input is accurate and consistent to prevent system errors.
• Communicate any issues to the relevant Trade Lane Logistics Manager (TLLM) and suggest actionable solutions for improvement.
• Propose process improvements based on identified challenges and issues.
• Process and update workload allocations, ensuring that all request tickets from the Trade Lane Manager are prioritized and completed within the allowed KPIs.
• Follow the SOP for updating carrier rate sheets, uploading them into the GPM system, and applying special instructions for specific customers.
• Report irregularities in accordance with the SOP.
• Notify the responsible Trade Lane Manager of any irregularities and clarifications via email. Escalate issues as necessary.
• Maintain ticket status in Cherwell/ServiceNow and notify the rate owner once upload activities are completed by marking the ticket as "Resolved."
• Actively contribute process improvement ideas during daily stand-up meetings.
• Accurately and promptly update nominated systems and trackers.
• Assist in report development based on customer requirements.
• Proactively notify of any discrepancies in reports, especially those that cannot be addressed on our end.
• Respond promptly to related queries.
• Report irregularities in accordance with the SOP and Global KPIs, escalating issues when necessary.
• Initiate and promote process improvements, actively participating in projects that enhance process efficiency.
• Meet or exceed individual performance expectations as outlined in the SLA.
• Specialist analyses data, identifying trends and patterns that help the team make better decisions.
• Generate and present detailed stakeholder reports, ensuring they are clear and comprehensive.
• Conduct refresher training programs for the team to ensure ongoing skill development.
• Assist in onboarding new team members, ensuring a training plan is in place for their smooth integration.
• The Specialist is expected to guide new team members during their training, handle more complex tasks, address issues, and support the team leader in managing the team to meet KPIs.
• Perform internal audits and ensure that all internal documents are regularly updated.
• Support the Supervisor/Manager in achieving set KPIs.
• Work under the direction of a Team Leader.
• Adapt to DSV MNL ISSC culture and perform in alignment with the company's values and behaviors.
• Serve as a DSV ambassador, offering support and clarification to team members.
• Take ownership of personal development in alignment with DSV’s performance review process.
• Follow given directions and perform assigned duties effectively.
• Perform tasks that support DSV's objectives related to quality, health, safety, and the environment, adhering to the QHSE policy and IMS requirements.
• Be a team player and open to reassignment to different teams or operating hours as needed by the business.
• Perform all tasks professionally, following company rules, procedures, instructions, and regulations, and aligning with the organizational culture.
• 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 an advantage.
•  Experience in billing issuance or similar tasks is an advantage.
•  Proficiency in MS Office (Outlook/Excel – Intermediate to Advanced level).
• Strong familiarity with web-based applications and the Internet.
• Quick comprehension skills with a focus on delivering quality work.
• Resilience, with the ability to prioritize tasks and meet deadlines.
• Accurate and reliable work methodology.
• Strong teamwork and interpersonal skills.
• Openness and flexibility in addressing customer demands with a service-oriented attitude.
• Ability to collaborate effectively with various units within DSV (ISSC and Local Teams).
• Strong reporting skills are an advantage.
• Leadership skills are essential.
• Excellent communication skills.