Operations Specialist I-III, (Netherlands)

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.
• Escalate issues early and appropriately 

Intuitive Problem Solving

• Route shipments according to customer requirements
• Book new AWBs via electronic or verbal communication.
• 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.
• Knowledge of import and export processes and requirements
• Ability to interpret, create, and audit documentation for international travel (air and land)
• Demonstrate 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
• Expected to consistently meet all minimum metric expectations for phone availability and acceptance
• Proper use of communication platform statuses
• Manual order placement for customers through inbound calls and emails
• Ability to identify and resolve issues surfaced through inbound phone calls, text messages, and email.
  • Where necessary: Ability to escalate using the correct escalation methods for timely resolutions. 

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.