Operations Specialist I, Lifesciences

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

📋 Description

• Establish new orders involving time-sensitive goods in accordance with standard operating procedures and client-specific guidelines.

• Ensure that job milestones are achieved accurately and punctually.

• Navigate and interpret airline booking and tracking platforms.

• Adhere to established processes and communication protocols across various platforms.

• Stay updated by reviewing communications on the company platform independently.

• Provide clients with proactive verbal and written updates regarding delays, issues, and order status.

• Anticipate weather and traffic conditions, offering alternative solutions to meet or exceed delivery timelines.

• Escalate issues promptly and appropriately.

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

• Source driver coverage for various order segments.

• Appropriately request or deny additional driver incentives when necessary.

• Utilize training and expertise to resolve both common and unique issues.

• Follow escalation protocols and guidance from senior team members.

• Manage inbound and outbound communications via email, phone, and text.

• Place orders for customers who are unable to access the online portal.

• Identify and address issues arising from calls, texts, and emails.

• Resolve cross-sector phone inquiries.

• Achieve minimum performance metrics and uphold customer service standards.

⛳️ Requirements

• Capacity to swiftly transition between critical tasks.

• Skill in accurately confirming that job milestones are completed correctly and on schedule.

• Proficiency in navigating and interpreting airline booking and tracking websites.

• Ability to adhere to process and communication standards across multiple platforms.

• Competence in professionally communicating delays, issues, and updates through both verbal and written channels.

• Capability to update, manage, and/or modify airway bills using foundational or advanced training.

• Ability to source driver coverage for any order segment.

• Situational awareness to appropriately request or deny additional driver incentives when necessary.

• Application of training and experience to devise solutions to both common and uncommon challenges.

• Ability to meet minimum metric requirements and customer service standards for an entry-level role.

• Timeliness in acknowledging and responding to email, phone, and text inquiries.

• Capacity to meet minimum phone availability and acceptance metrics.

• Participation in the E-Verify program across all locations.

🏝️ Benefits

• Comprehensive health, vision, and dental care plan options.

• 401K company contribution program.

• Reimbursements for professional learning and training.

• Flexibility for hybrid or fully remote work arrangements.