Position:  

BSS Control Tower BSA – Transactional  

Surname / Name: 

Department / Location: 

MNL ISSC - Business Support Services Control Tower 

Substitute: 

Line Reporting: 

Business Support Services CT Team Leader 

Hiring Date: 

TBD 

Purpose of the role 

New role 

Last revision date: 

03.18.2025 

The Business Support Assistant is responsible for Control Tower Transactional activities related to tracking & tracing of shipment status on carrier sites and updating shipment on CargoWise One (CW1) or customer-related systems. They must ensure the highest quality of service for control tower processes which includes compliance to KPI – Quality, Timeliness and Utilization / Productivity. They are expected to proactively communicate issues identified with the process and provide improvement suggestions.  

Key Tasks & Deliverables  

1. Extracting of shipment profile report on CW1.  

2. Tracking and monitoring of shipments on carrier websites. 

3. Updating of missing milestones on CW1 or customer-related systems based on actual events found in carrier sties. 

4. Provide missing milestones report to the Account Management team including the stations that need to provide expected action. Escalate noncompliance when necessary.  

5. Checking and verifying set log details from countries to ensure that shipping advice order information is updated on the customer's system upon receipt.  

6. Monitor mailbox and other input data source for booking cancellation request, shipment update and data revision (whichever applicable) 

7. Advise any discrepancies in the shipment information especially those that cannot be resolved from our end.  

8. Respond to related queries.  

9. Report irregularities as per SOP and Global KPI. Perform proper escalation when necessary. 

10. Promote and initiate process improvement. Participate actively on projects that may lead to process efficiency. 

11. Meet and/or exceed expectations as defined on the SLA. 

12. Prepare daily and weekly volume reports. 

13. Ensure accuracy on work outputs. 

14. Participate in team huddles and stakeholder meetings. 

15. Actualize team weekly health check reports when needed. 

16. Work under the direction of a Team Leader. 

Education and Skills 

• Freight-forwarding / logistics education is an advantage. 

• Knowledge in different transport management system is an advantage. 

• Good know-how in MS-Office (Outlook /Excel – Intermediate to advanced) 

• Good know-how in web-based applications / Internet 

• Quick comprehension and great focus at work 

• Resilient and has ability to prioritize and meet deadlines  

• Accurate and reliable 

• Ability to work in a team 

• Good interpersonal skills  

• Open and flexible in meeting customer demands / service attitude 

• Able to cooperate with various units in DSV (ISSC and Local Teams) 

Date / Signature Employee 

Date / Signature Line Manager 

Date / Signature Matrix Manager 

N/A