Operations Support Specialist (QMCC)

Overall Mission

The Operations Support Specialist (QMCC) ensures the accurate and timely execution of shipment bookings, real-time tracking, and operational support for critical medical supplies and products. This role is responsible for maintaining precise data in CRYOPDP systems (e.g., CAPS, UnITy, Cargowise), ensuring visibility and compliance across the supply chain. By coordinating with Local Service Providers (LSPs), providing regular shipment updates, and resolving operational issues, the Specialist safeguards patient confidentiality and service reliability.

In addition to day-to-day execution, the Operations Support Specialist acts as a key point of communication between clients, LSPs, and internal teams, ensuring that service levels are consistently met. The role also contributes to continuous process improvement by maintaining accurate records, generating performance reports, and escalating risks when needed. As backup to the Operations Support Supervisor, the Specialist supports continuity of operations and reinforces the team’s ability to deliver seamless, patient-centric logistics solutions.

Main Contribution Key Responsibilities

• Upload bookings and orders into the CRYOPDP System (such as CAPS, UnITy, and Cargowise), ensuring all relevant shipment details are accurately captured.

• Ensure inclusion of special instructions for shipments (e.g., temperature requirements, delivery preferences) and communicate these to Local Service Providers (LSPs) to prevent errors or delays.

• Send shipment details to LSPs, including special instructions, to ensure all logistics are clear and aligned.

• Follow up with LSPs for shipping confirmations or updates, especially when there is no response via email. This may include making calls or sending alternative communication to ensure all parties are informed.

• Provide real-time updates on shipment and return statuses in the CRYOPDP System (such as CAPS, UnITy, and Cargowise), ensuring the system reflects the current status of all shipments, including tracking information.

• Align these updates with external tracking sites to ensure consistency and accuracy.

• Maintain accurate and up-to-date records of all shipments in the CRYOPDP system, ensuring that all data is entered correctly and kept current.

• Transfer completed jobs into a monitoring file on a daily basis to track the status of ongoing shipments and ensure nothing is overlooked.

• Generate daily shipment status reports from the CRYOPDP System (such as CAPS, UnITy, and Cargowise) to keep the client informed about the progress of their shipments, including any issues or delays.

• Provide exceptional customer support by communicating effectively with clients and resolving problems or issues as they arise.

• Act as a problem solver to ensure clients are kept informed and satisfied with the status of their shipments.

• Escalate issues to the Operations Support Supervisor, ensuring that the appropriate team is notified promptly to handle urgent matters.

• The escalation process ensures that client issues are addressed in a timely manner and that there is transparency within the team regarding potential challenges or delays.

• Serve as the backup for the Operations Support Supervisor during vacation or leave, ensuring continuity of operations in their absence.

• This involves taking over supervisory responsibilities, maintaining workflow, and supporting the team during periods of absence.

Organizational Position

Manager’s Position Operations Support Supervisor

Location Manila, Philippines

Interface

External

• Group OPS -  EMEA, Americas, APAC
• Group Sales
• Client Relationship Manager

Internal

• Clients
• Local Vendors of Global Control Tower accounts

Required Skills

Profile (experience/ education)

Education: Bachelor’s degree in Supply Chain Management, Business Administration, Logistics, or a related field. Equivalent experience in logistics operations may also be considered.

Experience: 1–3 years of experience in logistics, supply chain operations, or order/shipment management. Experience with booking systems and coordination with service providers is an advantage.

Technical Proficiency: Skilled in using logistics/transportation management systems (e.g., CAPS, UnITy, Cargowise). Proficient in MS Excel, Google Sheets, and other reporting tools for data accuracy and monitoring.

Operational Skills: Strong attention to detail with proven ability to manage booking uploads, shipment tracking, and documentation with accuracy and timeliness.

Analytical Ability: Capable of reviewing data, monitoring KPIs, and generating daily reports to ensure service levels and compliance with customer requirements.

Communication: Effective written and verbal communication skills to coordinate with Local Service Providers (LSPs), clients, and internal stakeholders. Ability to follow up and resolve issues promptly.

Problem-Solving & Escalation: Demonstrated ability to identify issues, escalate critical problems to supervisors, and propose solutions to maintain service continuity.

Team Collaboration: Able to work effectively within a cross-functional and multicultural environment, providing support to colleagues and stepping in as backup when required.

Adaptability & Reliability: Comfortable working in a fast-paced, high-pressure environment while maintaining accuracy and meeting strict timelines. Flexible to adjust priorities and support Business Continuity when needed.

Language

Fluent in English Other foreign language proficiency is a plus

Specific Experience & Knowledge Required

Interpersonal skills ("Essential")

• Bachelor’s degree in Supply Chain Management, Business Administration, Logistics, or a related field. Equivalent operational experience may also be considered.
• 1–3 years of experience in logistics coordination, supply chain operations, or order management, preferably in a regulated or time-critical environment.
• Hands-on experience with booking and shipment management systems such as CAPS, UnITy, or Cargowise.
• Familiarity with real-time shipment tracking, vendor coordination, and reverse logistics processes.
• Experience generating shipment status reports, maintaining monitoring files, and ensuring data accuracy in logistics systems.
• Strong knowledge of customer service practices within a logistics or supply chain setting, including issue resolution and escalation management.
• Proficiency in MS Excel, Google Sheets, or other reporting tools for daily monitoring and performance tracking.
• Exposure to working with Local Service Providers (LSPs), clients, and cross-functional teams to ensure smooth shipment execution.
• Understanding of business continuity support processes and the ability to back up supervisory roles when required.

Interpersonal skills ("Essential")

• Attention to Detail & Accuracy: Maintains precision in booking uploads, documentation, and shipment tracking, ensuring error-free and timely execution.

• Clear Communication: Communicates effectively with Local Service Providers (LSPs), clients, and internal teams, ensuring instructions, updates, and issues are conveyed clearly and promptly.

• Team Collaboration: Works cooperatively within the Control Tower/Operations Support team, supporting colleagues and stepping in as backup when required.

• Customer Orientation: Demonstrates a service mindset, keeping client needs at the forefront and proactively resolving concerns to maintain trust and satisfaction.

• Problem-Solving Mindset: Approaches challenges with a solutions-oriented attitude, escalating issues appropriately and suggesting practical improvements.

• Adaptability & Resilience: Remains reliable under pressure in a fast-paced environment, adapting to changing priorities and maintaining performance standards.

• Accountability & Reliability: Takes ownership of assigned tasks, consistently meeting deadlines and upholding service level agreements (SLAs).

• Professional Presence: Demonstrates responsibility, credibility, and respect in all professional interactions, reinforcing confidence with clients and colleagues.