Operations Support Specialist

• Upload bookings and orders into the CRYOPDP System (such as CAPS, UnITy, and Cargowise), ensuring all relevant shipment details are accurately captured.
• Ensure inclusion of special instructions for shipments (e.g., temperature requirements, delivery preferences) and communicate these to Local Service Providers (LSPs) to prevent errors or delays.

2. Communication with Local Service Providers (LSPs)

• Send shipment details to LSPs, including special instructions, to ensure all logistics are clear and aligned.
• Follow up with LSPs for shipping confirmations or updates, especially when there is no response via email. This may include making calls or sending alternative communication to ensure all parties are informed.

3. Real-time Shipment Status Updates

• Provide real-time updates on shipment and return statuses in the CRYOPDP System (such as CAPS, UnITy, and Cargowise), ensuring the system reflects the current status of all shipments, including tracking information.
• Align these updates with external tracking sites to ensure consistency and accuracy.

4. Record Maintenance and Reporting

• Maintain accurate and up-to-date records of all shipments in the CRYOPDP system, ensuring that all data is entered correctly and kept current.
• Transfer completed jobs into a monitoring file on a daily basis to track the status of ongoing shipments and ensure nothing is overlooked.
• Generate daily shipment status reports from the CRYOPDP System (such as CAPS, UnITy, and Cargowise) to keep the client informed about the progress of their shipments, including any issues or delays.

5. Customer Support and Issue Resolution

• Provide exceptional customer support by communicating effectively with clients and resolving problems or issues as they arise.
• Act as a problem solver to ensure clients are kept informed and satisfied with the status of their shipments.

6. Escalation of Issues

• Escalate issues to the Operations Support Supervisor, ensuring that the appropriate team is notified promptly to handle urgent matters.
• The escalation process ensures that client issues are addressed in a timely manner and that there is transparency within the team regarding potential challenges or delays.

7. Backup for Operations Support Supervisor

• Serve as the backup for the Operations Support Supervisor during vacation or leave, ensuring continuity of operations in their absence.
• This involves taking over supervisory responsibilities, maintaining workflow, and supporting the team during periods of absence.

Organizational PositionManager’s Position: Senior Operations Support SupervisorLocation: Manila, PhilippinesInterfaceInternal: Group OPS - EMEA, Americas, APAC, Group Sales, Client Relationship ManagerExternal: Clients, Local Service Provider (LSP) of EMEA, Americas, APACRequired Skills:Profile (experience/ education)

• Transport and logistics, and willingness to work within the Pharma / Healthcare industry.
• Strong understanding of transportation regulations and compliance requirements.
• Excellent customer orientation with the ability to adapt/respond to various types of personalities.
• Strong phone contact handling skills and active listening abilities.
• Good problem-solving and analytical skills, with a keen attention to detail.
• Ability to multitask, prioritize, and manage time effectively.
• Knowledge of import/export procedures and documentation.
• Understanding of supply chain management principles.

Language

• Fluent in English
• Other foreign language proficiency is a plus

Specific Experience & Knowledge Required

• 3 yrs experience in customer service / operations support in the transport or cold chain industry. 
• Excellent analytical skills and attention to detail.
• Effective communication and interpersonal skills, with the ability to collaborate across teams.
• Good organization and data management skills

​Interpersonal Skills ("Essential")

• Demonstrates a passion and a responsibility for the client
• Demonstrated problem-solving skills
• Conflict Resolution
• Proactivity
• Team player
• Professional manner, highly organized and goal driven
• Aptitude for following process, attention to details, proposing improvement and getting to root cause of problems
• Strict adherence to established processes and procedures
• Excellent Verbal and written Communication skills