Brokerage Solutions & Implementation Supervisor (Flexible Location)

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Job Description:

The Brokerage Solutions & Implementation (Onboard Assist) Supervisor supports to manages Brokerage’s customer onboarding program. He/She manages a team of Brokerage specialist based in different countries who performs brokerage customer onboarding. This position ensures direct reports provides Brokerage issue resolution, service reliability, managing service expectations to support customer conversion, penetration, retention and promote positive customer relationship with UPS. He/She facilitates performance meetings with stakeholders, manages standard operating procedures (SOPs) for Onboard Assist program and assists in identifying opportunities to support enterprise growth. The Brokerage Solutions & Implementation Supervisor has responsibilities in functional administration and staff management for direct reports. This position supervises specialist within the department.

Job Responsibilities

Manage APAC Brokerage Onboard Assist Program

• Manages a group of Brokerage Specialist (Onboard Assist Agent) to monitor Brokerage service reliability and execution of Onboard Assist program to ensure customer retention and growth.

• Identifies, resolves, and escalates issues and concerns (i.e., customer OTR), monitors process improvements to ensure customer satisfaction and high levels of Onboard Assist service quality.

• Monitors timely customer onboarding and release of customer shipments at customs to identify trends, process improvements, issues, and satisfaction levels.

• Interact with other international regions’ brokerage solution team to expand Onboard Assist Program.

Monitoring Quality Program Delivery and Analysis

• Monitors Onboard Assist program standards and success measures to evaluate program delivery quality.

• Conducting service quality surveys to ensure high levels of customer experience.

• Manage and provide visibility on program performance as well as individual agent’s performance based on defined goal. 

• Performing data analysis to identify opportunity for continuous improvement. 

Sales Support and Customer facing

• Supporting small package sales team in responding to customer RFP, RFQ, performance review…with brokerage related requirement and solutions.

• Providing consultation and advisory sessions on brokerage operations, compliance and trade issues to sales and customer through different stages of sales in helping to penetrate, cultivate and retain business. 

• Understand and evaluate customer’s business requirement. Provide quotations, setting up contractual agreement with customers for chargeable brokerage solutions.

• Supporting sales to connect with multiple brokerage business units (within and outside APAC Region) for issue resolutions. 

Supervises and Develops Others

• Determines employees’ training needs to produce continuous development plans.

• Provides on-going feedback and support to improve performance.

• Conducts performance evaluations in a consistent, fair, and objective manner to encourage continuous performance improvement.

• Holds others accountable to established performance levels to achieve individual and group goals.

• Resolves individual and group performance issues in accordance with UPS’s policies and procedures in a timely manner to motivate and foster teamwork.

Job Requirements

• Possess a Degree in Business Administration, Customs Brokerage or related fields

• Display a positive attitude with strong communication skills and the ability to work in a fast-paced collaborative environment to determine the most appropriate creative or resourceful approach to resolving issues; resolves potential issues before they occur; overcomes barriers to solve problems.

• Demonstrates understanding of cross border brokerage compliance regulatory knowledge and experience in Brokerage operation preferred.

• Display ability to consider industry and financial trends when making account decisions; understands critical aspects of business models and operating structures to provide input into decisions.

• Display ability to addresses and resolves issues impacting information systems reporting.

• Creates and interprets customized reports; integrates and streamline data, information, and documents from multiple software programs.

• The position will be based at where the candidate is legally authorized to work without requiring visa sponsorship

Employee Type:
 

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