Brokerage Operations Excellence (OE) Supervisor

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.

This position audits operating plans and procedure compliance. Employee develops, implements, and assesses long and short-range operating plans for package operations and helps to implement improved operating plans, new services, technologies, and enhanced procedures. This position assists with tools, training, and methods certification. Employee works with others to identify and prioritize opportunities for operations and process improvements where key business plan objectives are not being met. Employee serves as the communications liaison for other functions and coordinates initiatives impacting package operations planning requirements. This position may supervise and train others.

Responsibilities:

• 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.

Qualifications:

• 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.