Brokerage Solutions & Implementation Supervisor

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Job Description:

The Brokerage Solutions & Implementation (Onboard Assist) Supervisor manages Brokerage’s customer onboarding program. He/She manages a team of Brokerage specialists based in different countries who perform brokerage customer onboarding. This position ensures direct reports provide Brokerage issue resolution, service reliability, and manage service expectations to support customer conversion, penetration, retention, and promote positive customer relationships with UPS. He/She facilitates performance meetings with stakeholders, manages standard operating procedures (SOPs) for the 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 specialists within the department.

Job Responsibilities

Manage APAC Brokerage Onboard Assist Program

• Manage a group of Brokerage Specialists (Onboard Assist Agents) to monitor Brokerage service reliability and execution of the Onboard Assist program to ensure customer retention and growth.
• Identify, resolve, and escalate issues and concerns (i.e., customer OTR), monitor process improvements to ensure customer satisfaction and high levels of Onboard Assist service quality.
• Monitor 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 teams to expand the Onboard Assist Program.

Monitoring Quality Program Delivery and Analysis

• Monitor Onboard Assist program standards and success measures to evaluate program delivery quality.
• Conduct service quality surveys to ensure high levels of customer experience.
• Manage and provide visibility on program performance as well as individual agents’ performance based on defined goals.
• Perform data analysis to identify opportunities for continuous improvement.

Sales Support and Customer Facing

• Support small package sales team in responding to customer RFPs, RFQs, and performance reviews with brokerage-related requirements and solutions.
• Provide consultation and advisory sessions on brokerage operations, compliance, and trade issues to sales and customers through different stages of sales in helping to penetrate, cultivate, and retain business.
• Understand and evaluate customer business requirements. Provide quotations and set up contractual agreements with customers for chargeable brokerage solutions.
• Support sales to connect with multiple brokerage business units (within and outside the APAC Region) for issue resolutions.

Supervises and Develops Others

• Determine employees’ training needs to produce continuous development plans.
• Provide ongoing feedback and support to improve performance.
• Conduct performance evaluations in a consistent, fair, and objective manner to encourage continuous performance improvement.
• Hold others accountable to established performance levels to achieve individual and group goals.
• Resolve 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; resolve potential issues before they occur; overcome barriers to solve problems.
• Demonstrate understanding of cross-border brokerage compliance regulatory knowledge and experience in Brokerage operations preferred.
• Display ability to consider industry and financial trends when making account decisions; understand critical aspects of business models and operating structures to provide input into decisions.
• Display ability to address and resolve issues impacting information systems reporting.
• Create and interpret customized reports; integrate and streamline data, information, and documents from multiple software programs.
• The position will be based where the candidate is legally authorized to work without requiring visa sponsorship.

Employee Type:

Permanent

UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.