Operations Support Supervisor (DHL)

The Operations Support Supervisor acts as the right hand of the Program Manager by ensuring the proper execution of contracts established with customers. This role provides leadership and guidance to the Back Office Team, ensuring that processes, commitments, and service levels are consistently met.

The Supervisor focuses on supporting day-to-day operations, monitoring service performance, and coordinating across internal teams to ensure smooth and accurate delivery of customer requirements. The role requires proactive problem-solving, escalation management, and clear communication to safeguard service reliability and customer satisfaction.

By supervising back-office activities, aligning customer requirements with operational execution, and maintaining strict adherence to contractual obligations, the Operations Support Supervisor contributes to operational excellence, compliance, and continuous improvement. Acting as a key support to the Program Manager, this role strengthens customer trust and ensures seamless contract execution.

Main Contribution Key Responsibilities

• Booking & Order Management: Supervise and oversee booking and order activities in coordination with Operations Support Specialists, ensuring all jobs across countries are accepted, confirmed, and accurately tracked with local vendors. Lead and review regular audits of the Operations Team’s order booking to safeguard accuracy, compliance, and adherence to established processes.
• System Accuracy: Oversee the timely and accurate completion of all jobs in YORC (CRYOPDP system) across countries, ensuring operational records are consistently up to date.
• Vendor Coordination: Build and maintain strong communication with local vendors, ensuring job acceptance, service compliance, and timely escalation of performance issues when required.
• Account Management Support: Provide supervisory support in day-to-day account activities by ensuring operational requirements are met, addressing escalated customer concerns, and assisting the Program Manager in maintaining client satisfaction.
• Escalation & Reporting: Oversee issue escalation by the team and ensure timely reporting of critical matters to the Program Manager, Global Control Tower Manager, and VP for Biological Samples Logistics for alignment with the DHLE Asia Pacific Project Team.
• KPI Monitoring: Monitor and analyze key performance indicators such as on-time job completion, service levels, exception handling, and data accuracy. Recommend and coordinate corrective actions where necessary.
• Audit & Weekly Reporting: Lead weekly audits of order booking activities across the Operations Team to ensure accuracy, compliance, and completeness. Prepare and present weekly audit reports to management for review and decision-making.
• Process Improvement: Drive continuous improvement initiatives within the Back Office Team, focusing on efficiency, accuracy, and service quality enhancements.
• Team Scheduling: Manage and supervise the scheduling of Operations Support Specialists to ensure coverage across multiple time zones and operational needs.
• Data Verification: Supervise the review and validation of Back Office files to ensure accurate data capture by the Finance Team for the invoicing process.
• Asset & Project Support: Support the Supply Chain Back Office Manager in asset management across APAC and contribute to global account projects.
• Operational Decision Support: Partner with and assist the Program Manager in operational decision-making and problem-solving for escalated issues.
• Leadership Backup: Act as the designated backup for the Program Manager during absences (vacation/leave), ensuring leadership continuity and uninterrupted service delivery.

Organizational Position

Manager’s Position - Program Manager

Location - Manila, Philippines

Direct Reports

Operations Support Specialist (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 field (or equivalent work experience).
• Experience: 3–5 years of experience in logistics operations, order management, vendor coordination, or customer service, with at least 1–2 years in a supervisory or team lead capacity.
• Technical Proficiency: Advanced skills in MS Excel and Google Sheets; working knowledge of Transportation Management Systems (TMS), Warehouse Management Systems (WMS), ERP platforms, or other logistics systems.
• Data Accuracy & Reporting: Strong ability to review, validate, and ensure data accuracy in operational and financial files; skilled in preparing audit reports and KPI dashboards to support management decisions.
• Communication Skills: Excellent written and verbal communication skills; able to effectively engage with customers, vendors, and internal stakeholders at multiple levels; strong customer service orientation.
• Organizational & Leadership Skills: Proven ability to manage team schedules, oversee cross-country operations, and coordinate multiple priorities under time-sensitive deadlines. Strong leadership and people management skills with experience in coaching or supervising staff.
• Problem-Solving & Decision-Making: Analytical and detail-oriented, with the ability to identify operational gaps, recommend corrective actions, and support management in decision-making and escalations.
• Collaboration: Effective team player who can work cross-functionally with customer service, operations, finance, and project teams to ensure seamless service execution.
• Adaptability: Flexible and resilient in a dynamic, fast-paced global supply chain environment; able to adjust to changing customer requirements, tools, and processes.

Language

Fluent in English Other foreign language proficiency is a plus

Specific Experience & Knowledge Required

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

• Experience: 3–5 years of experience in logistics operations, order management, vendor coordination, or customer service within a supply chain environment, with at least 1–2 years in a supervisory or team lead role.

• Operational Oversight: Proven experience supervising or overseeing booking, order management, and back-office activities, including auditing and validating operational data.

• System Knowledge: Hands-on experience with shipment management systems (e.g., TMS, WMS, ERP, or proprietary platforms such as YORC), milestone updates, and exception handling.

• Vendor Management: Exposure to vendor coordination and performance monitoring, including ensuring compliance with service requirements and managing escalations.

• Account Support: Experience supporting account management, such as handling escalated inquiries, validating customer data, preparing reports, and assisting with contract execution.

• KPI & Reporting: Strong understanding of operational KPIs (on-time delivery, service levels, exceptions, data accuracy) with experience preparing weekly reports, dashboards, or audit summaries.

• Financial Process Support: Familiarity with financial processes such as invoicing accuracy checks, cost monitoring, or data validation to support the Middle Office and Finance teams.

• Cross-Functional Collaboration: Demonstrated ability to work with cross-functional teams (operations, customer service, finance, project management, and vendors) to resolve issues and improve workflows.

• Customer Service Orientation: Solid foundation in customer service practices, with strong communication skills and the ability to manage escalations professionally in a global, fast-paced environment.

• Leadership Skills: Experience scheduling, coaching, or supervising team members, ensuring coverage across time zones, and acting as a decision-making support or backup to management.

Interpersonal skills ("Essential")

• Effective Communication: Ability to clearly convey information to customers, vendors, colleagues, and management, both verbally and in writing. Skilled in handling escalations with clarity and professionalism.

• Customer Service Orientation: Professional, responsive, and proactive in addressing inquiries, resolving issues, and supporting the Customer Service Manager in maintaining client satisfaction.

• Collaboration & Teamwork: Works effectively with cross-functional teams (Customer Service, Operations, Finance, Vendors) and supports managers in achieving shared goals across regions and time zones.

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

• Problem-Solving Mindset: Approaches challenges constructively, demonstrates sound judgment, and guides the team in identifying and implementing effective solutions.

• Adaptability & Flexibility: Comfortable working in a fast-paced, global environment with shifting priorities, while ensuring the team remains aligned and productive.

• Attention to Detail: Ensures accuracy and thoroughness in audits, reporting, and communication, while guiding the team to maintain high-quality standards.

• Leadership & Reliability: Dependable and accountable, with the ability to supervise and motivate team members, manage schedules, and act as backup to the Customer Service Manager when required.