Operations Specialist I, Medical Device

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

📋 Description

• Establish new orders by utilizing standard work procedures and client-specific SOP guidelines

• Ensure that job milestones are achieved accurately and punctually

• Navigate and interpret airline booking and tracking platforms

• Adhere to process and communication protocols across various platforms

• Review communications on the company platform to remain independently updated

• Communicate professionally about delays, issues, and updates to clients

• Anticipate potential issues, such as weather and traffic, and propose alternative solutions

• Update, manage, and modify airway bills as needed

• Source driver coverage for different segments of orders

• Approve or decline additional driver incentives when appropriate

• Utilize training and knowledge to address both common and uncommon challenges

• Follow escalation protocols to aid in issue resolution

• Acknowledge and respond to requests via email, phone, and text

• Meet metrics for phone availability and order acceptance

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

• Identify and resolve issues arising from inbound calls, text messages, and emails

• Address cross-sector phone inquiries

• Meet minimum performance metrics and customer service standards, with expectations increasing with advancement

⛳️ Requirements

• Entry-level role with basic metric requirements and customer service expectations

• Capability to swiftly transition between critical tasks

• Proficiency in navigating and interpreting airline booking and tracking websites

• Ability to professionally communicate delays, issues, and updates in both verbal and written forms

• Competence in updating, managing, and modifying airway bills using initial or advanced training

• Skill in sourcing driver coverage for any portion of an order

• Ability to utilize situational awareness to approve or decline additional driver incentives when necessary

• Capability to apply training and acquired knowledge to devise innovative solutions

• Ability to follow escalation procedures and guidance from senior team members

• Prompt acknowledgment and action on email, phone, and text requests

• Ability to meet minimum requirements for phone availability and acceptance

• Proficient use of various phone statuses

• Adherence to All Hands on Deck and Off-Phones Requests guidelines

• Capability to identify and resolve issues through inbound calls, text messages, and emails

🏝️ Benefits

• Comprehensive health, vision, and dental care plan options

• 401K company contribution program

• Reimbursements for professional learning and training