Operations Specialist I

Airspace; Frankfurt; Hybrid; EUR 35.000 - 45.000; Vollzeit

Zusammenfassung

A leading logistics technology firm in Frankfurt is seeking a motivated Operations Specialist to manage critical shipments and enhance customer communication. This entry-level role requires strong problem-solving skills and a commitment to customer service. Candidates will support logistics operations by tracking orders and providing timely updates, aiming for high customer satisfaction. The successful applicant will thrive in a dynamic environment with growth opportunities.

Leistungen

Competitive salary

Opportunity for advancement

Dynamic work environment

Qualifikationen

• Ability to manage multiple tasks in a fast-paced environment.
• Strong communication skills to provide updates and resolve inquiries.
• Experience with customer interactions through various channels.

Aufgaben

• Set up new orders and track status from start to finish.
• Provide proactive updates to customers regarding order status.
• Handle all inbound and outbound communications effectively.
• Maintain a balanced level of performance meeting minimum metrics.

Kenntnisse

Customer service

Problem-solving

Communication

Time management

Jobbeschreibung

Airspace is a tech-enabled freight forwarder redefining how the world’s most critical packages are delivered. Headquartered in Carlsbad, California, our employees are based around the world with a European headquarters in Amsterdam, The Netherlands.

As a recognized leader in AI and machine learning, we leverage data and patented technology to coordinate logistics across a global network of drivers and airlines. Our goal is to deliver mission‑critical packages faster, more transparently, more securely, and more accountably than ever before. The items we move range from organs for transplant to parts for critical machinery, including grounded aircraft and highly sensitive components such as semiconductors.

We’re growing rapidly and serve more places worldwide than ever. We’re looking for passionate, motivated individuals who want to make an impact every day and help reshape the world of time‑critical logistics.

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 provide the basic building blocks of the Airspace Operations team and pave the way for growth within the company.

Responsibilities

Operating the Airspace Platform

• Set up new orders by adhering to both standard work practices and client‑specific SOP instructions
• Rally swiftly from one critical task to another and work all orders within the respective view; unless otherwise directed by an ops leader
• Verify that drivers have picked up or recovered the correct piece(s)
• Accurately confirm flight departures by use of AWB tracking
• Follow 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 look ahead (weather conditions, traffic, etc.) and offer an alternative solution to meet or beat their required delivery times

Intuitive Problem Solving

• Update, manage, and/or change airway bills using initial or tenured training
• Source driver coverage for any segment of an order
• Apply training and tenured knowledge to find out‑of‑the‑box solutions to common or uncommon issues
• Follow escalation procedures and guidance from 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
• Consistently meet all minimum metric expectations for phone availability and acceptance
• Proper use of the various phone statuses
• Place orders for customers who are unable to place orders via the online portal
• 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, inbound/outbound phone calls and texts, and internal meetings
• Maintain high level of team contributions in the following areas: communication, accuracy based on standard work procedures

Core Values

• We are One Team. We believe we accomplish more together.
• We make an Impact. We are determined to have a positive influence on our environment, customers, industry, and the world.
• We are Passionate. We care deeply about our mission and are not afraid to raise the bar.
• We are Transparent. We pride ourselves on open, honest, and sincere communication with our team and customers.
• We are Innovative. We never settle and continually strive to improve our product, service, and ourselves.

About Airspace

From life‑saving organs to essential machinery components, Airspace is trusted by the world’s largest companies and most critical healthcare organizations to move their most time‑sensitive shipments on time, every time. Our proprietary AI‑powered platform is the most advanced of its kind—awarded and protected by multiple patents—and provides speed, reliability, and transparency unrivaled in time‑critical logistics. We are thinkers, builders, and doers; from building and deploying AI worldwide to assembling a world‑class operations team, Airspace is on a hyper‑growth trajectory while remaining hyper‑focused on the needs of our customers and team members.

With offices in the United States (Carlsbad, CA) and in Europe (Amsterdam, Frankfurt, Stockholm, London), we are rapidly scaling into new markets and industries while continuing to innovate and maximize value for our customers. Backed by leading investors—including Telstra, HarbourVest, Prologis, Qualcomm, and Defy—Airspace has raised $140M to date.

Airspace is proud to be an Equal Employment Opportunity and affirmative‑action employer. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, protected veteran status, disability status, or other legally protected characteristics. Additionally, Airspace participates in the E‑Verify program for all locations.