The Business Support Assistant is responsible for Control Tower transactional activities related to track & tracing, shipment updating, uploading documents and real-time temperature alert monitoring. 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. Track and monitor shipment milestones/events and update nominated system when applicable.

2. Provide missing milestones report to the Account Management team including the stations that need to provide expected action. Escalate noncompliance when necessary.
3. Monitor mailbox and other data sources for potential shipment delay, vessel change, shipment update, and data revision (whichever applicable).
4. Upload shipping documents into CW1 or another designated system.
5. Monitor exceptions related to temperature alerts and send follow up emails timely until issues are fixed.
6. Advise any discrepancies in the shipment information, especially those that cannot be resolved from our end.
7. Respond to related queries.
8. Report on irregularities as per SOP and Global KPI. Perform proper escalation when necessary.
9. Promote and initiate process improvement. Participate actively on projects that may lead to process efficiency.
10. Meet and/or exceed expectations as defined on the SLA.
11. Prepare daily and weekly volume reports.
12. Ensure accuracy on work outputs.
13. Participate in team huddles and stakeholder meetings.
14. Actualize team weekly health check reports when needed.
15. Work under the direction of a Team Leader.

Education and Skills

• A degree in Logistics, Supply Chain Management, Customs Administration, Business Administration, or a related field is an advantage.
• Knowledge or experience in freight forwarding, import/export documentation, and international shipments is preferred or 1-2 years of related experience.
• Quick learner with regards to IT applications usage.
• Communicates effectively (verbal and written).

• Is able to prioritize and manage multiple tasks.
• Intermediate to Advanced MS Excel Skills is an advantage.
• Ability to analyze large sets of data or information.
• Ability to validate data, investigate variances, and ensure reporting accuracy.
• Amenable to shifting schedule and can work on Holidays.
• Team player, flexible, self-directed, and with high interpersonal skills.