The Business Support Assistant is responsible for Control Tower operational services related to operational reporting, EDI monitoring and milestones retriggering. 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. Prepare and generate operational reports based on customer requirements.
2. Collect, validate, and consolidate operational data from relevant systems and stakeholders.
3. Ensure the accuracy, completeness, and timely submission of reports.
4. Monitor shipment EDI to ensure successful data transmission.
5. Investigate EDI failures, exceptions, and transmission errors. 
6. Communicate with local stations, key account managers, customers, and IT support regarding EDI-related issues.
7. Monitor shipment milestones and identify missing, delayed, or failed milestone updates.
8. Notify the origin or destination country to update any missing milestones, when applicable.
9. Retrigger milestones in the system to ensure successful EDI transmission and accurate shipment visibility.
10. Advise any discrepancies in the shipment information especially those that cannot be resolved from our end.
11. Respond to related queries.
12. Report on irregularities as per SOP and Global KPI. Perform proper escalation when necessary.
13. Promote and initiate process improvement. Participate actively on projects that may lead to process efficiency.
14. Meet and/or exceed expectations as defined on the SLA.
15. Prepare daily and weekly volume reports.
16. Ensure accuracy of work outputs.
17. Participate in team huddles and stakeholder meetings.
18. Actualize team weekly health check reports when needed.
19. 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.
• Experience in reporting tasks and data analysis
• Experience in building up reports based on customer requirements and specification.
• Experience in data entry tasks and documentation
• Good Know How in MS-Office (Outlook /Excel – Intermediate to advanced)
• Good Know How in web-based applications / Internet.
• Quick comprehension and focused work
• Resilience, ability to prioritize and meet deadlines.
• Accurate and reliable working method
• Ability to work in a team & good interpersonal skill.
• Openness and flexibility in meeting customer demands / service attitude
• Ability to cooperate with various units in DSV (GBS and Local Teams)