Operations Specialist I, Lifesciences

Airspace•Carlsbad, CA

21h•Hybrid

About The Position

The Operations Specialist I (OSI) plays a crucial role in the Airspace Operations team, focusing on setting up new orders for time-sensitive commodities, providing proactive customer updates on any deviations, and tracking order progression from beginning to end. This role is foundational to the Airspace Operations team, paving the way for growth within the company. The operations team is the backbone of Airspace, and the OSI, working on the front lines, represents the company's values. With extreme attention to detail, the ability to catch small issues can be critical, potentially even saving a human life.

Requirements

Ability 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 through your direct reporting supervisor.

Responsibilities

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.
Professionally relay delays, issues, and updates with customers through verbal and written communication.
Look ahead (weather conditions, traffic, etc.) with the customer’s best interest in mind and offer alternative solutions to meet or beat required delivery times.
Escalate issues early and appropriately.
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.
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.