Operations Specialist I (Medical Device)

Airspace

3d•$26 - $28

About The Position

Airspace is a tech-enabled freight forwarder that’s redefining how the world’s most critical packages are delivered. The Operations Specialist I (Medical Device) role is primarily focused on setting up all new orders containing the most time-sensitive commodities for success. This involves providing proactive updates to customers on any deviations and tracking order status progression from start to finish. These job requirements were carefully crafted in order to provide you with the basic building blocks of the Airspace Operations team and pave the way for a continued path forward as you grow within this company. The operations team is the backbone of our company and by working on the front lines you represent, first-hand, everything that we stand for. Not only will you be in direct communication with our customers, commanders and agent service providers, with extreme attention to detail, having the ability to catch something so small can ultimately be the difference maker in being able to save a human life!

Requirements

Adhering to standard work practices and client-specific SOP instructions.
Rapidly moving from one critical task to another.
Accurately confirming job milestones are completed correctly and on time.
Navigating and interpreting Airline booking and tracking websites.
Following all process and communication standards within multiple platforms.
Staying independently informed by reviewing all communications provided throughout the company platforms.
Professionally relaying delays, issues, and updates with customers through verbal and written communication.
Looking ahead (weather conditions, traffic, etc.) and offering an alternative solution in order to meet or beat their required delivery times.
Updating, managing, and/or changing airway bills using initial or tenured training.
Sourcing driver coverage for any segment of an order.
Using situational awareness to request or deny additional driver incentives when necessary.
Applying training and tenured knowledge to find out of the box solutions to common or uncommon issues.
Following 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.
Consistently meeting 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.
Identifying and resolving issues surfaced through inbound phone calls, text messages, and email.
Cross sector phone call resolution.
Meeting minimum metric requirements and customer service standards for an entry level position.

Nice To Haves

Experience in the medical device industry.

Responsibilities

Operating the Airspace Platform: 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.
Proactive Customer Updates: 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.
Intuitive Problem Solving: 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.
Handling All Inbound and Outbound Communications: 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.
Maintaining Balanced Level of Performance: 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.