Operations Specialist I (Medical Device)

Airspace

4d•$26 - $28•Onsite

About The Position

The Operations Specialist I (OSI) role is crucial for ensuring the success of new orders involving time-sensitive commodities. The OSI will provide proactive customer updates on any deviations and meticulously track order status from initiation to completion. This position serves as a foundational element of the Airspace Operations team, offering a clear path for growth within the company. The operations team is the backbone of Airspace, and the OSI, working on the front lines, directly represents the company's values. This role involves direct communication with customers, commanders, and agent service providers, requiring extreme attention to detail, as even minor oversights can have significant consequences, potentially impacting human lives.

Requirements

High-quality health, vision, and dental care plan options
401K company contribution program
Professional learning and training reimbursements
Ability to set up new orders by adhering to both standard work practices and client-specific SOP instructions
The 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.
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.
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.

Nice To Haves

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 in order to meet or beat their required delivery times.
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.
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.