Sr Business Support Specialist
Job Summary
The Senior Business Support Specialist will oversee customer and order management, ensuring service levels are consistently met. The role involves guiding a team of Customer Service Assistants and monitoring daily operational performance. Additionally, you will handle reporting, documentation, and process improvement initiatives within a logistics environment.
Responsibilities
- Manage customer orders and enquiries
- Monitor SLA/KPI performance
- Supervise and train CSAs
- Prepare operational reports and documentation
- Ensure process compliance and safety
Required Skills
- Logistics/Supply Chain background
- Customer service experience
- Reporting and documentation
- Team guidance and training
Job Details
Responsibilities:
Customer & Order Management:
- Process customer orders accurately and on time.
- Handle customer enquiries, complaints, and service issues.
- Maintain good relationships with customers and attend regular customer calls/meetings.
- Ensure service levels (SLA/KPI) are met and reported.
Team & Daily Operations:
- Guide and support Customer Service Assistants (CSAs).
- Provide on-the-job training and daily work guidance.
- Monitor daily service performance and address issues early.
Reporting & Documentation:
- Prepare daily and monthly reports (e.g. customer KPIs, operational logs).
- Ensure correct logistics documentation (e.g. booking, Dangerous Goods, COO, LC).
- Submit reports and documents within agreed timelines.
Process & Compliance:
- Identify service or process gaps and suggest improvements.
- Ensure compliance with warehouse safety rules and company procedures.
- Support audits, permits, billing checks, and inventory-related tasks.
Requirements:
- Diploma in Logistics, Supply Chain Management, Business Administration, or equivalent.
- 2–3 years of relevant experience in logistics, warehousing, or supply chain operations.
- Familiar with customer service operations in a warehouse or logistics setting.