Operations Specialist (OSI) - Airspace

Overview

Primary Focus: To set up all new orders containing the most time-sensitive commodities for success, provide proactive updates to customers on any deviations and track 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.

Importance of Role

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!

Responsibilities

Operating the Airspace Platform

• 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
• 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.