Airspace

Operations

• Set up new orders according to standard work practices and client-specific SOP instructions
• Apply transit accessorials such as wait time, parking, and tolls in PT as reported
• Navigate and interpret carrier booking and tracking systems
• Confirm job milestones are completed correctly and on time
• Manage competing priorities while maintaining accuracy
• Source driver coverage for order segments
• Request or deny additional driver incentives when necessary
• Update, manage, and change shipment documentation
• Resolve common and uncommon issues using training and experience
• Follow escalation procedures when issues exceed personal judgment
• Relay delays, issues, and updates through verbal and written communication
• Anticipate disruptions and offer alternatives to meet or beat delivery times
• Place orders on behalf of customers unable to use the online portal
• Respond to email, phone, and text requests
• Meet minimum phone availability and acceptance metrics
• Use phone statuses and follow All Hands on Deck and Off-Phones guidelines
• Review communications across company platforms
• Meet entry-level performance metrics and customer service standards
• Build relationships with team members, supervisors, Commanders, and agent partners
• Become proficient in the Airspace platform and independently handle the full OS I workload by day 90

Operations Specialist I, Aerospace & Defense

• Independently start carrier traces for failed-to-load or unable-to-locate shipments
• Source driver coverage for any segment of an order, including oversized shipments
• Use bid/quote request tools to source specialized vehicles and provide cost estimates to customers
• Apply training and tenured knowledge to anticipate complications and proactively solve for them
• De-escalate most situations without assistance
• Determine when to escalate an order versus independently resolving it using available resources
• Understand the downstream impact of decisions made within an order
• Communicate proactively with customers, drivers, and agents throughout the shipment process
• Maintain required sector certifications and stay current on related compliance requirements
• Identify and suggest system features or workflow improvements for Operations
• Meet minimum metric requirements and customer service standards for the role

Operations Specialist II, Aerospace & Defense

• Set up new orders containing time-sensitive commodities according to standard work practices and client-specific SOPs
• Confirm job milestones are completed correctly and on time
• Navigate and interpret airline booking and tracking websites
• Follow process and communication standards across multiple platforms
• Stay independently informed by reviewing company-platform communications
• Provide customers with proactive verbal and written updates about delays, issues, and order status
• Look ahead to weather and traffic conditions and offer alternative solutions to meet or beat delivery times
• Escalate issues early and appropriately
• Update, manage, and change airway bills
• Source driver coverage for order segments
• Request or deny additional driver incentives when necessary
• Apply training and knowledge to resolve common and uncommon issues
• Follow escalation procedures and senior team guidance
• Handle inbound and outbound email, phone, and text communications
• Place orders for customers unable to use the online portal
• Identify and resolve issues from calls, texts, and emails
• Resolve cross-sector phone calls
• Meet minimum performance metrics and customer service standards

Operations Specialist I, Lifesciences

• Set up new orders using standard work practices and client-specific SOP instructions
• Confirm job milestones are completed correctly and on time
• Navigate and interpret airline booking and tracking websites
• Follow process and communication standards across multiple platforms
• Review company-platform communications to stay independently informed
• Professionally communicate delays, issues, and updates to customers
• Anticipate issues such as weather and traffic and offer alternative solutions
• Update, manage, and change airway bills
• Source driver coverage for order segments
• Request or deny additional driver incentives when necessary
• Apply training and knowledge to resolve common and uncommon issues
• Follow escalation procedures to assist with issue resolution
• Acknowledge and act on email, phone, and text requests
• Meet phone availability and acceptance metrics
• Place orders for customers unable to use the online portal
• Identify and resolve issues from inbound calls, text messages, and email
• Resolve cross-sector phone calls
• Meet minimum performance metrics and customer service standards, with expectations increasing upon advancement

Operations Specialist I, Aerospace & Defense

Operations Specialist II, Aerospace & Defense

Operations Specialist I, Lifesciences

Operations Specialist I, Medical Device