Operations Specialist I, Lifesciences

Airspace•Carlsbad, CA

5d•Hybrid

About The Position

The Operations Specialist I (OSI) role is crucial for ensuring the success of new orders involving time-sensitive commodities. This position involves setting up orders, providing proactive customer updates on any deviations, and tracking order status from beginning to end. The operations team is the backbone of the company, and the OSI, working on the front lines, represents the company's values. With extreme attention to detail, the ability to identify small issues can be critical, potentially saving a human life. This role provides the foundational building blocks for the Airspace Operations team and offers a path for growth within the company.

Requirements

Ability to rapidly move from one critical task to another.
Accurately confirm job milestones are completed correctly and on time.
Ability to navigate and interpret Airline booking and tracking websites.
Following all process and communication standards within multiple platforms.
Ability to stay independently informed by reviewing all communications provided throughout the company platforms.
Ability to professionally relay delays, issues, and updates with customers through verbal and written communication.
With the customer’s best interest in mind, always looking ahead (weather conditions, traffic, etc.) and offering an alternative solution in order to meet or beat their required delivery times.
Escalate issues early and appropriately.
Ability to update, manage, and/or change airway bills using initial or tenured training.
Ability to source driver coverage for any segment of an order.
Ability to use situational awareness to request or deny additional driver incentives when necessary.
Ability to apply training and tenured knowledge to find out of the box solutions to common or uncommon issues.
Follow escalation procedures and guidance provided by senior team members to assist in issue resolution.
Demonstrate understanding and urgency of milestone updates, delays, QPT/QDT, etc.
Timely acknowledgment and action of all email, phone and text requests.
Expected to consistently meet all minimum metric expectations for phone availability and acceptance.
Proper use of the various phone statuses.
Adherence to All Hands on Deck and Off-Phones Requests guidelines.
Order placement for customers who are unable to place orders via the online portal.
Ability to identify and resolve issues surfaced through inbound phone calls, text messages, and email.
Cross sector phone call resolution.
As an OSI, you will be expected to meet minimum metric requirements and customer service standards for an entry level position.
Expectations will increase with each advancement.
All expectations will be communicated to you through your direct reporting supervisor.

Responsibilities

Operating the Airspace Platform: Set up new orders by adhering to standard work practices and client-specific SOP instructions. Rapidly move from one critical task to another. Accurately confirm job milestones are completed correctly and on time. Navigate and interpret Airline booking and tracking websites. Follow all process and communication standards within multiple platforms. Stay independently informed by reviewing all communications provided throughout the company platforms.
Proactive Customer Updates: Professionally relay delays, issues, and updates with customers through verbal and written communication. With the customer’s best interest in mind, always look ahead (weather conditions, traffic, etc.) and offer an alternative solution to meet or beat their required delivery times. Escalate issues early and appropriately.
Intuitive Problem Solving: Update, manage, and/or change airway bills using initial or tenured training. Source driver coverage for any segment of an order. Use situational awareness to request or deny additional driver incentives when necessary. Apply training and tenured knowledge to find out-of-the-box solutions to common or uncommon issues. Follow escalation procedures and guidance provided by senior team members to assist in issue resolution. Demonstrate understanding and urgency of milestone updates, delays, QPT/QDT, etc.
Handling All Inbound and Outbound Communications: Timely acknowledgment and action of all email, phone, and text requests. Consistently meet all minimum metric expectations for phone availability and acceptance. Proper use of the various phone statuses. Adherence to All Hands on Deck and Off-Phones Requests guidelines. Order placement for customers who are unable to place orders via the online portal. Identify and resolve issues surfaced through inbound phone calls, text messages, and email. Cross-sector phone call resolution.
Maintaining Balanced Level of Performance: Meet minimum metric requirements and customer service standards for an entry-level position. Expectations will increase with each advancement and will be communicated through the direct reporting supervisor.