Position:  

BSS Control Tower BSA – Sales Support Electronic Vehicle 

Surname / Name: 

Department / Location: 

MNL GBS - 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: 

17/8/2026 

The Business Support Assistant plays a key role in supporting Control Tower operations by managing 24/7 shipment monitoring, track and trace activities, reporting, system updates, email correspondence, and sales support functions. The position may also require active participation in customer and internal meetings, as well as coordination through phone calls as needed. 

The role is accountable for ensuring service excellence and adherence to established KPIs, including Quality, Timeliness, and Productivity/Utilization targets. The Business Support Assistant is expected to proactively identify operational challenges, escalate issues when necessary, and drive continuous process improvements to support business objectives, operational efficiency, and customer satisfaction. 

Key Tasks & Deliverables  

1. Sales Support Electronic Vehicle has multiple scopes, you can be assigned to any of the following tasks: 

• Sales Support - Provides quotations to the external customers 

• Email Support (Operations) - Shipment coordination between origin and destination. 

• Track & Trace - 24/7 coverage - Update shipment milestones in the system 

• Operational Reports - Prepare and submit reports to DSV stations / direct to Customers 

• Shipment Update - Reference, Part number, Goods Value, Required Delivery Date 

• EDI Support - Check and troubleshoot events that did not successfully transmitted to customer's system 

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

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

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

5. Prepare daily and weekly volume reports. 

6. Ensure accuracy on work outputs. 

7. Participate in team huddles and stakeholder meetings. 

8. Attend operational calls and perform internal audit 

9. Actualize team weekly health check reports when needed. 

10. 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.Quick comprehension and great focus at work 

• Operational Requirements: Exhibits adaptability and flexibility in responding to changing operational needs, including transitions between AM, Mid, and Graveyard shift schedules. 

Date / Signature Employee 

Date / Signature Line Manager 

Date / Signature Matrix Manager 

N/A