Operations Support Supervisor (DHL)

CRYOPDP, now part of DHL Supply Chain, has been dedicated to finding solutions for the transport of time - and temperature-sensitive products in the life science and healthcare industries for more than 25 years. CRYOPDP covers more than 220 countries and territories and the entire temperature-controlled supply chain: packaging, pick pack kit preparation, express service and specialist courier. We are proud to be the preferred logistics partner of the life science industry and healthcare professionals for more than 4,000 companies worldwide.JOB TITLE: Operations Support Supervisor (DHL) Overall MissionThe 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 ResponsibilitiesBooking & 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 PositionManager’s Position - Program ManagerLocation - Manila, PhilippinesDirect ReportsOperations Support Specialist (if applicable or required)InterfaceInternalOperations Team across Internal subsidiariesOperational ExcellenceFinance team across Internal SubsidiariesControl Tower ManagerITExternalClientsLocal Vendors of Global Control Tower accountsRequired SkillsProfile (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 plusSpecific Experience & Knowledge RequiredEducation: 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.