Operations Support Specialist

Overall Mission

The Operations Support Specialist provides essential support to the Program Manager by ensuring smooth execution of operational processes of DHL SC within the Global Control Tower. This role focuses on track and trace activities, vendor coordination, and account management support to maintain service reliability and customer satisfaction. The Specialist ensures accurate data capture, timely issue resolution, and clear communication across stakeholders. By maintaining documentation, monitoring performance metrics, and supporting vendor and account interactions, the Operations Support Specialist contributes to operational excellence, compliance, and continuous improvement initiatives

Main Contribution - Key Responsibilities

• Track & Trace Execution: Monitor shipments, update systems with accurate milestone data, and proactively communicate delays or exceptions to ensure service reliability.

• Vendor Coordination: Support vendor management by maintaining communication with partners, ensuring compliance with service requirements, and escalating issues as needed.

• Account Support: Assist with day-to-day account management activities, including responding to customer inquiries, preparing documentation, and supporting the Program Manager in maintaining strong client relationships.

• Data Accuracy & Reporting: Ensure timely and accurate data entry into operational systems; generate standard reports to support performance tracking and decision-making.

• Issue Resolution: Support investigation and resolution of operational discrepancies by coordinating with internal teams, vendors, and customers.

• Documentation Management: Maintain accurate records, contracts, and operational documentation to ensure compliance and audit readiness.

• Collaboration: Work closely with the Program Manager and cross-functional teams (operations, finance, IT, and customer service) to streamline workflow ows and ensure smooth execution of daily activities.

• Continuous Improvement Support: Identify recurring issues, share process improvement ideas, and assist in implementing efficiency and accuracy enhancements.

• Customer Communication Support: Provide proactive updates to customers on shipment status, delays, and resolutions, ensuring consistent service visibility.

• KPI Monitoring: Assist in monitoring operational KPIs (on-time delivery, service levels, exception handling), flagging potential issues to the Program Manager.

Organizational Position

Manager’s Position: Program Manager

Location: Manila, Philippines

Direct Reports

Program Assistants (if applicable or required)

Interface
Internal
● Operations Team across Internal subsidiaries
● Operational Excellence
● Finance team across Internal Subsidiaries
● Control Tower Manager
● IT

External
● Clients
● Local Vendors of Global Control Tower accounts

Required Skills: Profile (experience/ education)

• Education: Bachelor’s degree in Supply Chain Management, Business Administration, Logistics, or a related fi eld (or equivalent work experience).

• Experience: 1–3 years of experience in logistics operations, track & trace, vendor coordination, or customer account support.

• Technical Proficiency: Strong skills in MS Excel and Google Sheets; familiarity with Transportation Management Systems (TMS), Warehouse Management Systems (WMS), or ERP platforms.

• Data Accuracy & Reporting: Ability to maintain accurate shipment, vendor, and account records, and generate operational reports to support decision-making.

• Communication Skills: Clear written and verbal communication with customers, vendors, and internal teams; strong customer service orientation.

• Organizational Skills: Ability to manage multiple tasks simultaneously, prioritize eff ectively, and meet deadlines in a fast-paced environment.

• Problem-Solving: Detail-oriented mindset with the ability to identify issues, escalate when needed, and support root-cause resolution.

• Collaboration: Team-player with the ability to work cross-functionally and support Program Managers in account, vendor, and operational activities.

• Adaptability: Flexible and able to adjust to dynamic global supply chain environments, changing priorities, and new tools or processes.

Language

• Fluent in English

• Other foreign language proficiency is a plus

Specific Experience & Knowledge Required

• Bachelor’s degree in Supply Chain Management, Business Administration, Logistics, or a related field (or equivalent practical experience)

• 1–3 years of experience in logistics operations, shipment tracking, vendor coordination, or customer service within a supply chain environment.

• Hands-on experience with shipment track & trace processes, milestone updates, and exception handling.

• Exposure to vendor management activities, including monitoring performance, ensuring .

• Experience supporting account management, such as handling inquiries, maintaining customer records, and preparing reports.

• Working knowledge of operational KPIs (on-time delivery, service levels, exceptions) and experience generating or updating reports.

• Basic understanding of financial processes (invoicing, payment tracking, or cost monitoring) is preferred.

• Experience collaborating with cross-functional teams (operations, vendors, finance, customer service) to resolve daily operational issues.

• Strong foundation in customer service practices, with the ability to communicate clearly and professionally in a global environment.

​Interpersonal Skills ("Essential")

• Effective Communication: Ability to clearly convey information to customers, vendors, and colleagues, both verbally and in writing.

• Customer Service Orientation: Professional, responsive, and proactive in addressing inquiries and resolving issues.

• Collaboration & Teamwork: Works well with cross-functional teams and supports Program Managers in achieving shared goals.

• Relationship Building: Builds and maintains positive working relationships with vendors, clients, and internal stakeholders.

• Problem-Solving Mindset: Approaches challenges calmly and constructively, focusing on solutions rather than obstacles

• Adaptability & Flexibility: Comfortable working in a fast-paced, changing environment with shifting priorities.

• Attention to Detail: Maintains accuracy and thoroughness in communication, documentation, and reporting.

• Professionalism & Reliability: Dependable, accountable, and able to represent the team positively with internal and external stakeholders.