Senior Business Support Specialist

Job Req Number: 86956

Time Type: Full Time

The primary role of this position is to manage and lead customer implementation efforts, serving as the Customer Implementation Lead while also supporting internal projects and process improvements. This includes developing internal processes, conducting training, and adhering to standardized implementation methodologies for both products and customers. The role involves supporting the setup of the Control Tower System, managing project administration, and fulfilling the responsibilities of a Business Implementation Manager (BIM). Additionally, it encompasses addressing special customer reporting requirements, acting as an analyst, and driving continuous improvement projects, including re-implementation initiatives.

Essential Duties And Responsibilities

• Lead and manage all customer implementations in alignment with standard implementation guidelines.
• Coordinate and support product implementations that impact other business units.
• Assist project teams in managing re-implementation projects for customers.
• Oversee and facilitate account handovers between Customer and Operations according to the standard process.
• Conduct and support SOP reviews for selected customers at agreed intervals in collaboration with customer teams.
• Ensure the correct and up-to-date version of all approved implementation templates are utilized.
• Lead quality projects to ensure that outdated processes and SOPs are updated with the latest approved templates and documented in the master log.
• Track SOP updates in accordance with the agreed process, ensuring version control and distribution/upload to CW1.
• Monitor escalated Red Accounts and implement corrective actions related to implementation or re-implementation.
• Coordinate support from System and Business Processes for all DSV tools related to implementation projects.
• Provide Control Tower system setup and application support.
• Train and onboard new team members on standard implementation methodologies and relevant systems.
• Maintain the SharePoint site, team IOPs, and required support forms.
• Support customers with online connectivity to DSV tracking and tracing tools, including internal and customer training.
• Initiate and support Continuous Improvement Program (CIP) initiatives related to customer implementations.
• Report on pending and completed implementations and associated costs at agreed intervals.

Key Performance Indicators (KPIs)

• Ensure effective and timely administration of tasks.
• Maintain up-to-date templates and tools.
• Document and standardize methodologies and processes.
• Develop and implement a standardized training framework.
• Provide efficient support and manage projects effectively.

Reports

• Weekly/Monthly Implementation Reports.
• Weekly/Monthly Red Account Reports.
• Updates on internal project allocations via TEAMS/SharePoint.
• Business summary documents and related training content (IOPs) for EDI projects.

Qualifications (Skills, Knowledge, And Abilities Required)

Job Knowledge:

• Expertise in project and general administration.
• Comprehensive understanding of DSV operational processes and services.
• Familiarity with DSV AQP/LEAN methodologies.
• Basic understanding of contractual risk, liability, and financial principles.
• Knowledge of process principles and the international logistics and freight industry.

Job-Related Skills:

• Proficient in administration and facilitation.
• Strong presentation and facilitation skills.
• Ability to support and manage change initiatives.
• Capability to meet project deadlines.
• Skilled in creating and managing effective SOPs.

DSV Global Transport and Logistics

DSV is a dynamic workplace that fosters inclusivity and diversity. We conduct our business with integrity, respecting different cultures and the dignity and rights of individuals. When you join DSV, you are working for one of the very best performing companies in the transport and logistics industry. You'll join a talented team of approximately 75,000 employees in over 80 countries, working passionately to deliver great customer experiences and high-quality services. DSV aspires to lead the way towards a more sustainable future for our industry and are committed to trading on nature's terms.

We promote collaboration and transparency and strive to attract, motivate and retain talented people in a culture of respect. If you are driven, talented and wish to be part of a progressive and versatile organisation, we'll support you and your need to achieve your potential and forward your career.

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