Operations Support Specialist (DHL Account)

Overall Mission

The Operations Support Specialist ensures the smooth and accurate execution of daily operational activities by managing order bookings, system updates, and job monitoring across countries. This role is responsible for maintaining data accuracy in YORC, ensuring timely confirmation of jobs, and preventing backlogs or pending cases that could impact service delivery.

By supporting the Operations Support Supervisor and acting as a reliable backup when required, the Operations Support Specialist contributes directly to the efficiency, reliability, and compliance of DHLE operations. Through proactive issue escalation, precise system handling, and consistent monitoring, this role safeguards service quality, strengthens operational performance, and ensures customer commitments are met in line with agreed timelines.

Main Contribution - Key Responsibilities

 

Order Management & Booking

• Upload all order bookings across countries accurately and on time.

• Ensure that all jobs are accepted and confirmed within the agreed lead time (30 minutes).
   

System Accuracy & Monitoring

• Maintain accuracy of data uploaded into the YORC system on a daily basis.

• Transfer all handled jobs into the back-office monitoring file to ensure visibility and traceability.

• Monitor YORC system status and ensure there are no pending jobs (waiting status).
   

Escalation & Issue Resolution

• Proactively escalate operational issues to the Operations Support Supervisor to ensure timely reporting and resolution with the DHLE team.
   

Support & Backup

• Provide backup support to the Operations Support Supervisor during vacation or leave periods to ensure continuity of service.
   

Compliance & Continuous Improvement

• Adhere to established processes and service level agreements (SLAs).

• Support initiatives to improve accuracy, efficiency, and reliability of operational processes.

 

Organizational Position

Manager’s Position - Program Manager

Location - Manila, Philippines

Interface

Internal

• Operations Team across Internal subsidiaries

• Finance team across Internal Subsidiaries

• Control Tower 

• IT

External

• Clients

• Local Vendors of Global Control Tower accounts

 

Required Skills -

Profile (experience/ education)

Education: Bachelor’s degree in Business Administration, Supply Chain, Logistics, or a related field. Equivalent work experience may be considered.

Experience: 1–3 years of experience in operations support, order management, logistics coordination, or a related administrative role. Experience with international logistics or supply chain operations is an advantage.

Technical Proficiency: Strong skills in MS Excel and familiarity with ERP or logistics systems (e.g., YORC or equivalent). Ability to manage large data sets and maintain accuracy in monitoring files.

Attention to Detail: Demonstrated ability to ensure accuracy in booking, documentation, and system updates while meeting strict deadlines.

Organizational Skills: Strong ability to prioritize tasks, manage multiple job orders simultaneously, and maintain up-to-date monitoring systems.

Communication: Clear and professional verbal and written communication skills to coordinate with internal teams and escalate issues effectively.

Problem-Solving: Proactive mindset to identify potential issues in bookings or system updates and escalate them in a timely manner.

Collaboration: Team-oriented with the ability to work under supervision while also providing reliable backup support when needed.

Adaptability: Comfortable working in a fast-paced, deadline-driven environment, with flexibility to handle urgent tasks or unexpected issues.

 

Language

Fluent in English Other foreign language proficiency is a plus

Specific Experience & Knowledge Required

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

• Experience: 1–3 years of experience in logistics coordination, order management, or operations support within a supply chain or customer service environment.

• Operational Oversight: Proven ability to manage order bookings, confirmations, and back-office activities, ensuring data accuracy and timely processing.

• System Knowledge: Hands-on experience with ERP or logistics systems (e.g., YORC, TMS, WMS, or equivalent), including order entry, milestone updates, and monitoring.

• Monitoring & Reporting: Experience maintaining monitoring files, preparing daily/weekly status reports, and escalating discrepancies to supervisors.

• Escalation Management: Familiarity with issue escalation protocols to ensure timely communication with supervisors and client-facing teams.

• KPI Awareness: Understanding of operational KPIs (e.g., lead times, service level adherence, pending job resolution) and their impact on performance.

• Financial Process Support: Exposure to financial accuracy checks, such as validation of booking data for invoicing or cost allocation.

• Cross-Functional Collaboration: Ability to work with operations, customer service, IT, and supervisory teams to align on requirements and resolve issues.

• Customer Service Orientation: Strong attention to detail and communication skills, ensuring professional interaction with internal teams and accurate execution of client requirements.

• Adaptability: Comfortable in a fast-paced, global environment, with flexibility to provide backup support for supervisors when needed.

Interpersonal skills ("Essential")

• Collaboration & Teamwork: Works effectively within a team environment, supporting colleagues and contributing to shared operational goals.

• Attention to Detail: Maintains accuracy in order entry, reporting, and monitoring, ensuring compliance with service-level requirements.

• Communication: Demonstrates clear and professional communication with supervisors, internal teams, and cross-country counterparts.

• Problem-Solving Mindset: Proactively identifies discrepancies or potential issues in bookings and system updates, escalating them appropriately.

• Adaptability & Resilience: Remains flexible and composed in a fast-paced environment, able to adjust to shifting priorities and workload changes.

• Accountability: Takes ownership of assigned tasks, ensuring commitments are met on time and in line with quality standards.

• Service Orientation: Maintains a customer-focused approach, ensuring that operational accuracy and timeliness contribute to client satisfaction.

• Professional Presence: Demonstrates reliability, integrity, and a positive attitude in daily interactions with colleagues and stakeholders.