Business Support Assistant

Job Req Number: 97851
Time Type: Full Time

Position: BSS Control Tower Business Support Assistant – CRM

Department / Location: MNL ISSC - Business Support Services Control Tower

The Business Support Assistant is responsible for managing Control Tower CRM activities, including uploading

all relevant client rate sheet into the CW1 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:

• Review and analyze the client's rate card to ensure all rates are clearly understood and categorized.
• Upload client rate sheets into the CW1 system, including ocean rates and surcharges, ensuring accuracy.
• Ensure the correct mapping of rate data for various services, regions, and currencies.
• Prepare the updates for uploading to the CW1 system, ensuring all necessary data is included.
• A successfully updated CW1 system with the client's rates available for access by local offices.
• Ensure the data input is accurate and consistent to prevent system errors.
• Communicate any issues to the relevant operators 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 operators 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 operators of any irregularities and clarifications via email. Escalate issues as necessary.
• 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.
• 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 the CW1 system (or similar) would be ideal, or a strong ability to learn new systemsquickly.
• Ability to work with structured data (e.g., CSV, XML).
• 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.
• Precision in mapping rates correctly to avoid errors.
• Ability to understand and manipulate structured data (e.g., rate card details, pricing tables).
• 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

DSV – Global transport and logistics

Working at DSV means playing in a different league.

As a global leader in transport and logistics, we have been on an extraordinary journey of growth. Let's grow together as we continue to innovate, digitalise and build on our achievements.

With close to 160,000 colleagues in over 90 countries, we work every day to offer solid services and meet our customers' needs and help them achieve their goals. We know that the best way to achieve this is by bringing in new talent, fresh perspectives and ambitious individuals like you.

At DSV, performance is in our DNA. We don't just work – we aim to shape the future of logistics. This ambition fuels a dynamic environment built on collaboration with world-class team players, accountability and action. We value inclusivity, embrace different cultures and respect the dignity and rights of every individual. If you want to make an impact, be trusted by customers and grow your career in a forward-thinking company – this is the place to be.

Start here. Go anywhere

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