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 and working all orders within the respective view; unless otherwise directed by an ops leader
• Verification that drivers have picked up or recovered the correct piece(s) 
• Accurately confirming flight departures by use of AWB tracking
• Following all process and communication standards within our various team outlets
• Stay up to date on all announcements and training involving new system features and process changes. 

Proactive Customer Updates

• Follow all customer delay notification preferences in providing timely updates by use of the preferred method of 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 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
• 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. 

Maintaining Balanced Level of Performance

As an OSI, you will be expected to meet minimum metric requirements for an entry level position. Metric expectations will increase with each advancement. 

• Maintain high level of customer service while communicating with internal and external parties through
• Slack
• Zendesk
• Inbound/Outbound phone calls and texts
• Internal meetings 
• Maintain high level of team contributions in the following areas:
• Communication
• Order updates
• Accuracy based on Standard Work procedures 

Requirements

• Ability to work hybrid on-site in Lisbon, Portugal

Compensation

€50,000 - €65,000 annual salary