Operations Support Specialist

Job Description

Operations Specialist I, Lifesciences | Airspace

The Tone:
This is a full-time role at Airspace, located hybrid in Carlsbad, CA or fully remote in the US. Airspace is a tech-enabled freight forwarder with a team of 300+ members, leveraging AI and machine learning to redefine the delivery of the world’s most critical packages. This Operations Specialist I position is essential as it places you on the front lines, directly responsible for ensuring the successful, transparent, and secure delivery of mission-critical items, some of which are life-saving. You will be the backbone of the company, representing Airspace’s core values in every interaction and decision.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Hybrid, Carlsbad, CA or Remote, US
• Pay: $20–$24 hourly
• Team: Reports to a direct supervisor within the Operations team.
• Mission: 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.
• Tech Stack: Airspace Platform, Airline booking and tracking websites

What You’ll Actually Do
• Configure Orders: Set up new orders for time-sensitive commodities by strictly adhering to both standard work practices and client-specific Standard Operating Procedure instructions.
• Manage Milestones: Accurately confirm job milestones are completed correctly and on time, which includes navigating and interpreting Airline booking and tracking websites.
• Proactively Communicate: Professionally relay delays, issues, and updates to customers through verbal and written communication, always looking ahead to offer alternative solutions for delivery times.
• Resolve Issues: Update, manage, and/or change airway bills, source driver coverage for any segment of an order, and apply training to find out-of-the-box solutions to common or uncommon issues.
• Handle Communications: Timely acknowledge and act on all email, phone, and text requests, consistently meeting minimum metric expectations for phone availability and acceptance while resolving inbound issues.

The Must-Haves
• Background: An entry-level career in a demanding operations environment, demonstrating a commitment to meticulous work for time-critical logistics.
• Experience: A proven ability to rapidly switch between critical tasks, interpret complex information from external platforms, and maintain consistent performance in a dynamic environment.
• Skills:
• Extreme attention to detail to identify and prevent potential issues in critical shipments, which can ultimately be life-saving.
• Professional verbal and written communication to effectively manage customer updates and expectations.
• Intuitive problem-solving using situational awareness to find effective and timely operational solutions.
• Capacity to stay independently informed by reviewing all company communications and adhering to process standards across multiple platforms.