Operations Support Specialist

Operations Support Specialist (QMCC) Operations Support Specialist (QMCC) role at CRYOPDP. CRYOPDP, now part of DHL Supply Chain, has dedicated to finding solutions for the transport of time- and temperature-sensitive products in the life science and healthcare industries for more than 25 years. CRYOPDP covers more than 220 countries and territories and the entire temperature-controlled supply chain: packaging, pick pack kit preparation, express service and specialist courier. We are proud to be the preferred logistics partner of the life science industry and healthcare professionals for more than 4,000 companies worldwide. JOB TITLE: Operations Support Specialist (QMCC) Overall Mission: The Operations Support Specialist (QMCC) ensures the accurate and timely execution of shipment bookings, real-time tracking, and operational support for critical medical supplies and products. This role is responsible for maintaining precise data in CRYOPDP systems (e.g., CAPS, UnITY, Cargowise), ensuring visibility and compliance across the supply chain. By coordinating with Local Service Providers (LSPs), providing regular shipment updates, and resolving operational issues, the Specialist safeguards patient confidentiality and service reliability. In addition to day-to-day execution, the Operations Support Specialist acts as a key point of communication between clients, LSPs, and internal teams, ensuring that service levels are consistently met. The role also contributes to continuous process improvement by maintaining accurate records, generating performance reports, and escalating risks when needed. As backup to the Operations Support Supervisor, the Specialist supports continuity of operations and reinforces the team’s ability to deliver seamless, patient-centric logistics solutions. Key Responsibilities Booking/Order Management in the CRYOPDP System Upload bookings and orders into the CRYOPDP System (such as CAPS, UnITY, and Cargowise), ensuring all relevant shipment details are accurately captured. Ensure inclusion of special instructions for shipments (e.g., temperature requirements, delivery preferences) and communicate these to Local Service Providers (LSPs) to prevent errors or delays. Send shipment details to LSPs, including special instructions, to ensure all logistics are clear and aligned. Follow up with LSPs for shipping confirmations or updates, especially when there is no response via email. This may include making calls or sending alternative communication to ensure all parties are informed. Provide real-time updates on shipment and return statuses in the CRYOPDP System, ensuring the system reflects the current status of all shipments. Align these updates with external tracking sites to ensure consistency and accuracy. Maintain accurate and up-to-date records of all shipments in the CRYOPDP system, ensuring that all data is entered correctly and kept current. Transfer completed jobs into a monitoring file on a daily basis to track the status of ongoing shipments and ensure nothing is overlooked. Generate daily shipment status reports from the CRYOPDP System to keep the client informed about the progress of their shipments, including any issues or delays. Provide exceptional customer support by communicating effectively with clients and resolving problems or issues as they arise. Act as a problem solver to ensure clients are kept informed and satisfied with the status of their shipments. Escalate issues to the Operations Support Supervisor, ensuring that the appropriate team is notified promptly to handle urgent matters. Serve as the backup for the Operations Support Supervisor during vacation or leave, ensuring continuity of operations in their absence. Organizational Position Manager’s Position: Operations Support Supervisor Location: Manila, Philippines Interface External: Client Relationship Manager Internal: Clients, Local Vendors of Global Control Tower accounts Qualifications Education: Bachelor’s degree in Supply Chain Management, Business Administration, Logistics, or a related field. Equivalent experience in logistics operations may also be considered. Experience: 1–3 years of experience in logistics, supply chain operations, or order/shipment management. Experience with booking systems and coordination with service providers is an advantage. Technical Proficiency: Skilled in using logistics/transportation management systems (e.g., CAPS, UnITY, Cargowise). Proficient in MS Excel, Google Sheets, and other reporting tools for data accuracy and monitoring. Operational Skills: Strong attention to detail with proven ability to manage booking uploads, shipment tracking, and documentation with accuracy and timeliness. Analytical Ability: Capable of reviewing data, monitoring KPIs, and generating daily reports to ensure service levels and compliance with customer requirements. Communication: Effective written and verbal communication skills to coordinate with Local Service Providers (LSPs), clients, and internal stakeholders. Ability to follow up and resolve issues promptly. Problem-Solving & Escalation: Demonstrated ability to identify issues, escalated critical problems to supervisors, and propose solutions to maintain service continuity. Adaptability & Reliability: Comfortable working in a fast-paced, high-pressure environment while maintaining accuracy and meeting strict timelines. Flexible to adjust priorities and support Business Continuity when needed. Seniority Level Entry level Employment Type Full-time Job Function Information Technology Transportation, Logistics, Supply Chain and Storage Referrals increase your chances of interviewing at CRYOPDP by 2x. 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