Operations Specialist I (Columbus, Ohio), Onsite

Airspace•Columbus, OH

14d•Onsite

About The Position

The Operations Specialist I (OSI) is responsible for setting up new orders containing time-sensitive commodities for success. This role involves providing proactive updates to customers on any deviations and tracking order status from start to finish. The operations team is crucial to the company's success, acting as the backbone and representing the company's values on the front lines. The OSI will be in direct communication with customers, commanders, and agent service providers, requiring extreme attention to detail to ensure the successful and timely delivery of critical packages, which can range from organs for transplant to parts for critical machinery and sensitive components like semiconductors.

Requirements

Ability to set up new orders by adhering to both standard work practices and client-specific SOP instructions.
Ability to rapidly move from one critical task to another.
Ability to accurately confirm job milestones are completed correctly and on time.
Ability to navigate and interpret Airline booking and tracking websites.
Ability to follow 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.
Ability to always look ahead (weather conditions, traffic, etc.) and offer an alternative solution in order to meet or beat their required delivery times, with the customer’s best interest in mind.
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.
Ability to 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.
Ability to place orders 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.
Ability to perform cross sector phone call resolution.
Meet minimum metric requirements and customer service standards for an entry level position.

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.
Look ahead (weather conditions, traffic, etc.) and offer alternative solutions to meet or beat required delivery times, always keeping the customer's best interest in mind.
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.