Operations Specialist I – III
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Job Description
Operations Specialist managing time-critical freight orders for Airspace, a tech-enabled freight forwarder. Tracking shipments, coordinating drivers and flights, and proactively updating customers.
Responsibilities:
- Set up new orders containing time-sensitive commodities according to standard work practices and client-specific SOPs
- Move rapidly between critical tasks and work orders in the appropriate platform view
- Verify drivers have picked up or recovered the correct pieces
- Confirm flight departures using AWB tracking
- Follow process and communication standards across team outlets
- Keep current with system-feature announcements, training, and process changes
- Provide timely customer delay updates using preferred communication methods
- Anticipate weather, traffic, and other issues and offer alternative solutions to meet delivery times
- Update, manage, and change airway bills
- Source driver coverage for order segments
- Apply training and knowledge to resolve common and uncommon operational issues
- Follow escalation procedures and senior-team guidance
- Acknowledge and act on inbound email, phone, and text requests
- Meet minimum phone availability and acceptance metrics
- Use phone statuses properly
- Place orders for customers unable to use the online portal
- Identify and resolve issues from phone calls, texts, and email
- Maintain customer service and team contribution metrics through Slack, Zendesk, phone calls, texts, and internal meetings
- Maintain accurate order updates and follow Standard Work procedures
Requirements:
- Adhere to standard work practices and client-specific SOP instructions
- Ability to rapidly move between critical tasks and manage orders in the appropriate platform view
- Extreme attention to detail when verifying shipments and order information
- Ability to confirm flight departures using AWB tracking
- Stay current on system features, announcements, training, and process changes
- Ability to update, manage, and change airway bills using training and experience
- Ability to source driver coverage for order segments
- Ability to apply training and knowledge to solve common and uncommon issues
- Follow escalation procedures and guidance from senior team members
- Timely handling of email, phone, and text requests
- Meet minimum phone availability and acceptance metrics
- Proper use of phone statuses
- Ability to place orders through the online portal on behalf of customers
- Ability to identify and resolve issues through inbound calls, texts, and email
- Meet entry-level minimum performance metrics, with expectations increasing upon advancement
- Proficiency with Slack and Zendesk
- Maintain accuracy according to Standard Work procedures
Benefits:
- Equal Employment Opportunity and Affirmative Action employer
- No discrimination based on protected characteristics
- Recruiting safety assurance: Airspace only contacts candidates through verified company email, Greenhouse notifications, or verified LinkedIn profiles
- No recruitment fees or requests for sensitive personal/financial information
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