Position:  

BSS Control Tower – Business Support Assistant 

Department / Location: 

MNL GBS - Business Support Services Control Tower 

Line Reporting: 

Business Support Services CT Team Leader 

The Business Support Assistant is responsible for supporting Control Tower operations through the timely and accurate management of spot quotations, rate card maintenance, and Market Rate Sheet (MRS) updates. The role provides operational and administrative support to Global Account Managers and Directors in the execution and management of awarded shipments, while ensuring the efficient preparation and submission of customer-facing reports related to spot quotations, rate cards, and MRS requests. 

The position plays a key role in ensuring the delivery of high-quality service across all Control Tower processes by consistently meeting established key performance indicators (KPIs) for quality, turnaround time, productivity, and utilization. The Business Support Assistant is expected to proactively identify process gaps, recommend improvements, and contribute to the continuous enhancement of operational efficiency and customer satisfaction. 

In addition, the Business Support Assistant supports the Team Leader in achieving departmental objectives, maintaining compliance with company policies and procedures, and ensuring adherence to all operational directives and performance standards. 

Key Tasks & Deliverables  

1. Quotation Management: Create and manage spot quotation requests and ensure timely updates to the Rate Card and MRS as per standard procedures. 

2. Communication and Coordination: Handle all spot quotation-related correspondence, ensuring that shipments are awarded and processed efficiently. 

3. Report Generation & Analysis: Prepare and deliver commercial reports based on established SOPs or work instructions, providing insightful analysis of spot quotations, rate cards, and MRS activities. 

4. Invoice Discrepancy Resolution: Actively assist in identifying and resolving any discrepancies in invoices associated with spot quotations, rate card updates, or MRS requests after shipment award.  

5. Timely Response to Inquiries: Address related queries from internal teams or customers promptly and with accurate information. 

6. Irregularity Reporting & Escalation: Report any process irregularities in line with SOPs and Global KPIs. Ensure proper escalation is conducted when necessary. 

7. Process Improvement Initiatives: Champion process improvement by suggesting and participating in initiatives that drive greater operational efficiency. 

8. Performance Management: Ensure individual performance aligns with the expectations defined in the Service Level Agreement (SLA), striving to meet or exceed targets. 

9. Team Support: Collaborate with the Supervisor/Manager to ensure the team meets its KPIs, and support colleagues as needed to achieve team goals. 

10. Leadership & Direction: Follow instructions and guidelines set by the Team Leader to ensure smooth operations. 

11. Cultural Integration & Adherence: Integrate into the DSV MNL GBS culture, adhering to organizational values and behaviors. 

12. Team Collaboration & Support: Act as a DSV ambassador by assisting team members with queries or clarifications in a professional and supportive manner. 

13. Personal Development: Take responsibility for personal growth, ensuring alignment with DSV’s performance review process. 

14. Adherence to Policies: Follow directives and perform duties in accordance with company procedures, regulations, and the overall organizational culture. 

15. Health, Safety, and Quality Compliance: Support DSV's objectives on quality, health, safety, and the environment, ensuring adherence to the QHSE policy. 

16. Flexibility and Team Player: Demonstrate flexibility by adapting to different teams or operational hours as business needs evolve. 

17. Professional Conduct: Execute all tasks with professionalism, following company guidelines and contributing to a positive organizational culture. 

18. Perform other tasks assigned by his or her superior. 

Education and Skills 

• Educational Qualification: Candidate must be a graduate of a 4-year course, preferably in a business-related field or customs studies.  

• Freight Forwarding/Logistics Education: A background in freight forwarding or logistics is an advantage, providing foundational knowledge of the industry’s processes.  

• Knowledge of Transport Management Systems (TMS): Experience with various TMS platforms is an advantage but not required  

• Sales and Commercial Process Exposure: Exposure to sales and commercial activities in the logistics sector is advantageous for understanding customer requirements and internal processes.  

• Knowledge of Incoterms: Understanding Incoterms and their application to international shipments is essential for ensuring compliance and clarity in trade transactions.  

• Multitasking and Task Management: Ability to handle and prioritize multiple tasks efficiently, especially in high-pressure situations.  

• Proficient in MS Office (Outlook/Excel): Strong proficiency in Microsoft Office tools, particularly Outlook and Excel, with intermediate to advanced skills for data analysis, reporting, and communication.  

• Web-Based Applications & Internet Proficiency: Comfortable navigating web-based applications and utilizing online resources for efficient operations.  

• Quick Comprehension and Focused Work: Strong ability to quickly grasp new concepts and maintain focus under pressure to ensure high-quality work.  

• Resilience and Deadline Management: Demonstrates resilience and the ability to prioritize effectively, ensuring deadlines are met without compromising quality.  

• Attention to Detail & Reliability: A meticulous, accurate, and reliable work ethic, ensuring that all tasks are completed with a high level of precision.  

• Team Collaboration & Interpersonal Skills: Strong teamwork capabilities, with good interpersonal skills to foster positive relationships with colleagues and clients.  

• Customer Service Orientation: Openness and flexibility in meeting customer demands, demonstrating a service-focused attitude to ensure satisfaction.  

• Cross-Functional Cooperation: Ability to work collaboratively across various teams within DSV, including GBS and local teams, to drive operational success and business goals.