Process Associate/Expert

18 hours ago

Manila, National Capital Region, Philippines APL Logistics Full time ₱1,500,000 - ₱3,000,000 per year

These positions are responsible for delivering APLL commitments to key customers and meeting the daily operational requirements of those customers. The position is to ensure customer requirements are compiled in a timely, accurate, and complete manner.

Responsibilities

Process Associate

  • Monitor and ensure all customers' and vendors' requirements are documented, verified, and recorded in the Logistics Procedure and Account Matrix profile according to customers' and vendors' requirements.
  • Ensure vendor's documents to customers are delivered in a timely, accurate, and complete manner.
  • Execute and adhere to customers' service requirements based on instructions.
  • Problem Resolution – ensure issues are tackled immediately and escalate to Customer Service Supervisors when there are potential cost impacts.
  • Continuously intensify the relationship to maintain and protect customers.
  • Continuously identify service gaps, make recommendations, and implement solutions to enhance customer satisfaction.
  • Ensure customer reports are provided timely and accurate.
  • Monitor and manage bookings.
  • Follow up for Services-related matters with concerned parties.
  • Ensure Daily Productivity targets are met at the required quality level.
  • Produce relevant and accurate documents on time, according to the customer profile and location profile.
  • Minimize the pending queue and incomplete documents at any point in time.
  • Meet and exceed customers' agreed performance metrics in the least cost manner.
  • Evaluate, investigate, and troubleshoot service issues to improve service delivery standards and minimize cost impacts.

Process Expert

The Process Expert is also responsible for handling more challenging work, which includes, but is not limited to, mentoring of new hires, new requirements implementation, reports management, process improvement, and acting as a back-up during a manpower crunch

  • Handle more complex origins and tasks in the team.
  • Super back-up in the team when the workload increases or the headcount is short.
  • Pilot to handle new system, new requirements, new process, and projects.
  • Coach new hires on operational knowledge and skills.
  • Assist the supervisor in monitoring the daily operation status.
  • Professional and comprehensive in account knowledge for all regions. Seek improvement opportunities, do case sharing, and organize training for the team.
  • Initiate lean projects to improve processes and efficiency, and share with the team.
  • Offer cross support to other sections/departments when necessary.
  • Assist the supervisor in organizing and planning the daily activities.
  • Coordinate day-to-day operations as suggested by the supervisor.
  • Ensure that the trackers and reports are maintained and updated from time to time for reporting and communication to stakeholders.

General Experience

  • Process Associate - Minimum 1 year of working experience in a related field.
  • Process Expert - Minimum 3 years of experience in the related field. Customer-oriented and possesses a good command of the English Language, both written and oral

A competitive compensation package, including salary and job title, will be tailored to the successful candidate's qualifications and experience

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