Operations Specialist I (Medical Device)

About the 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.

• 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.

Qualifications

High-quality health, vision, and dental care plan options
401K company contribution program
Professional learning and training reimbursements

Core Values

• We are One Team.
• We make an Impact.
• We are Passionate.
• We are Transparent.
• We are Innovative.

Benefits

High-quality health, vision, and dental care plan options
401K company contribution program
Professional learning and training reimbursements

Pay

Hourly Range: $26-$28/hr

Schedule

Not specified