Operations Specialist I – III

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Establish new orders that involve time-sensitive commodities in accordance with standard operating procedures and client-specific guidelines.

• Transition swiftly between critical tasks and work orders within the appropriate platform view.

• Confirm that drivers have accurately picked up or retrieved the designated pieces.

• Validate flight departures utilizing AWB tracking.

• Adhere to process and communication standards across various team outlets.

• Stay updated with announcements regarding system features, training, and changes in processes.

• Deliver prompt updates to customers regarding delays using their preferred communication methods.

• Anticipate potential issues such as weather or traffic and propose alternative solutions to ensure timely deliveries.

• Update, manage, and modify airway bills as necessary.

• Arrange for driver coverage for specific order segments.

• Utilize training and knowledge to address both common and unique operational challenges.

• Follow escalation protocols and heed guidance from senior team members.

• Respond to inbound email, phone, and text requests promptly.

• Achieve minimum metrics for phone availability and acceptance.

• Appropriately manage phone statuses.

• Place orders for customers who cannot access the online portal.

• Identify and resolve issues arising from phone calls, texts, and emails.

• Uphold customer service and team contribution metrics through Slack, Zendesk, phone communication, texts, and internal meetings.

• Ensure accurate order updates and adhere to Standard Work procedures.

⛳️ Requirements

• Comply with standard work practices and client-specific standard operating procedure instructions.

• Capability to quickly shift between critical tasks and manage orders within the designated platform view.

• Exceptional attention to detail when verifying shipments and order information.

• Ability to confirm flight departures using AWB tracking systems.

• Remain informed about system features, announcements, training, and process updates.

• Skill in updating, managing, and altering airway bills based on training and experience.

• Ability to arrange driver coverage for order segments.

• Capability to apply training and knowledge to resolve both common and uncommon issues.

• Adhere to escalation procedures and follow directions from senior team members.

• Respond to email, phone, and text requests in a timely manner.

• Meet minimum metrics for phone availability and acceptance.

• Correctly utilize phone statuses.

• Ability to place orders via the online portal on behalf of customers.

• Proficient in identifying and resolving issues through inbound calls, texts, and emails.

• Meet entry-level performance metrics, with expectations increasing upon advancement.

• Proficiency with Slack and Zendesk platforms.

• Maintain accuracy in accordance with Standard Work procedures.

🏝️ Benefits

• Equal Employment Opportunity and Affirmative Action employer.

• Commitment to non-discrimination based on protected characteristics.

• Recruiting safety assurance: Airspace only reaches out to candidates through verified company email, Greenhouse notifications, or validated LinkedIn profiles.

• No recruitment fees or requests for sensitive personal or financial information.