Operations Specialist I, Lifesciences

About the role

The Operations Specialist I plays a crucial role in setting up new orders for time-sensitive commodities, providing proactive updates to customers, and handling all inbound and outbound communications.

Responsibilities

• Operating the Airspace Platform
• Set up new orders by adhering to both standard work practices and client-specific SOP instructions.
• Rapidly move from one critical task to another.
• Accurately confirm job milestones are completed correctly and on time.
• Navigate and interpret Airline booking and tracking websites.
• Follow all process and communication standards within multiple platforms.
• Stay independently informed by reviewing all communications provided throughout the company platforms.
• Proactive Customer Updates
• Relay delays, issues, and updates with customers through verbal and written communication.
• Offer alternative solutions to meet or beat required delivery times.
• Escalate issues early and appropriately.
• Intuitive Problem Solving
• Update, manage, and/or change airway bills using initial or tenured training.
• Sources driver coverage for any segment of an order.
• Requests or denies additional driver incentives when necessary.
• Applies training and tenured knowledge to find out-of-the-box solutions to common or uncommon issues.
• Follows escalation procedures and guidance provided by senior team members.
• Demonstrates 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.
• Consistently meets all minimum metric expectations for phone availability and acceptance.
• Uses proper phone statuses and adheres to All Hands on Deck and Off-Phones Requests guidelines.
• Placing orders for customers unable to place orders via the online portal.
• Identifies and resolves issues surfaced through inbound phone calls, text messages, and email.
• Cross-sector phone call resolution.
• Maintaining Balanced Level of Performance
• Meets minimum metric requirements and customer service standards for an entry-level position.
• Expectations increase with each advancement.

Qualifications

• High school diploma or equivalent.
• Experience in a customer service or operations role preferred.
• Strong organizational skills and attention to detail.
• Ability to work independently and manage multiple tasks simultaneously.
• Proficiency in Microsoft Office Suite.
• Excellent verbal and written communication skills.
• Basic understanding of logistics and supply chain management.

Skills

• Customer Service
• Problem Solving
• Communication
• Time Management
• Attention to Detail
• Microsoft Office Suite

Benefits

High-quality health, vision, and dental care plans.

401K company contribution program.

Professional learning and training reimbursements.

Pay

Hourly Range: $20-$24/hr

Schedule

This role is flexible to be hybrid in Carlsbad, CA or fully remote in the US.