Brokerage Operations Excellence Supervisor

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Job Description:

Job Summary

The Region Brokerage Operations Excellence Supervisor supports the region Small Package Brokerage function to ensure it meets and exceeds customer service and quality objectives. He/She assists with the development, assessment, and alignment of service goals with company objectives. This position also supports the implementation of training activities and provides operational support.

Job Duties

-        Assists in the development of APAC brokerage operations service measurements to align with region and corporate strategies.

-        Develops, discovers, shares, trains, and deploys best practices across region to ensure consistent high quality customer services.

-        Develops weekly and monthly services’ performance to inform senior management of brokerage service levels, provide service improvement recommendation based on analysis data.

-        Gathers performance trend data to work with brokerage operations to determine improvement areas and raise expectations where appropriate.

-        Performs integrity audits to ensure UPS meets customer service and visibility objectives.

-        Develops services memos, audits operation exception code usages and provide guidelines.

-        Monitors processes to adhere to the operating plans and identify any areas of service improvement for review with the operations management.

-        Obtains commitments from impacted management to resolve action items and conduct follow-up as needed.

-        Provides cluster support for Quality Improvement Process training to ensure training activities support department and business objectives.

-        Provides operation supports on investigating cases caused by system or logical issues, works with cross functionals, coordinates and supports Corp initiatives.

Job Competencies

• Minimum 3 years of relevant experience performing in a similar capacity coming from Industrial Engineering and Brokerage background.
• Strong data analysis skill with providing service improvement recommendation capabilities.
• Good command of written and spoken English.
• Well communication and coordination skills, high sense of urgency to customer expectations.

Energetic self-starter with excellent learning agility, attention to details, positive attitude with the ability to manage multiple competing priorities within tight deadlines.

Employee Type:

Permanent

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