Operations Specialist I, Lifesciences

Operations Specialist I, Lifesciences

Carlsbad, CA or Remote US

Airspace is a tech-enabled freight forwarder that's redefining how the world's most critical packages are delivered. Headquartered in Carlsbad, California, Airspace has employees who are based around the world. Our European headquarters is in Amsterdam, The Netherlands.

As a recognized leader in AI and machine learning, our team leverages data and patented technology to coordinate logistics across a global network of drivers and airlines. Our goal is to deliver those packages that are truly mission-critical in a way that is faster, more transparent, more secure, and more accountable than ever before. The items we deliver range from organs for transplant, to parts for critical machinery including grounded aircraft and highly sensitive components such as semiconductors.

Airspace has been rated one of America's best Startup Employers, listed as one of CNBC's Disruptor 50 companies, and featured as an Innovation and Disruption leader by CBS News. Airspace has the support of leading investors such as Telstra Ventures, HarbourVest Partners, Defy Partners, DBL Partners, and Scale Ventures. To date the company has raised more than $140m.

The company is growing rapidly and serving more places around the world than ever before. We are looking for passionate, motivated individuals who want to make an IMPACT every day to help us execute on our mission of reshaping the world of time-critical logistics.

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.
• 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.
• Escalate issues early and appropriately.

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.
• Demonstrate understanding and urgency of milestone updates, delays, QPT/QDT, etc.

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.

Compensation

• Hourly Range: $20-$24/hr
• High-quality health, vision, and dental care plan options
• 401K company contribution program
• Professional learning and training reimbursements

Location & Schedule

• Location: This role is flexible to be hybrid in Carlsbad, CA or fully remote in the US.
• Schedule: Sunday - Thursday, 8:00 AM - 4:30 PM PST

Core Values

• We are One Team. We believe we all accomplish more when we are working together.
• We make an Impact. We are determined to have a positive influence on our environment, our customers, our industry, and our world.
• We are Passionate. We care deeply about our mission and are not afraid to raise the bar.
• We are Transparent. We pride ourselves on having open, honest, and sincere communication with our team and customers.
• We are Innovative. We never settle and are always striving to improve our product, service, and ourselves.