Operations Specialist I

Airspace; Remote; GBP 25,000 - 35,000; Full time

Job summary

A tech-enabled logistics company in the United Kingdom is seeking an Operations Support Individual to manage time-sensitive shipments and provide proactive customer updates. The ideal candidate will leverage strong communication skills and problem-solving abilities to ensure seamless order management and customer satisfaction. The company offers a collaborative work environment with a focus on innovation, transparency, and impact.

Qualifications

• Ability to effectively manage multiple tasks and prioritize.
• Strong communication skills for internal and external interactions.
• Proficiency in problem-solving and problem resolution.

Responsibilities

• Set up new orders and manage logistics across the platform.
• Provide timely updates to customers regarding order status.
• Update and manage airway bills and handle inbound communications.

Job description

Airspace is a tech-enabled freight forwarder redefining how the world’s most critical packages are delivered. Headquartered in Carlsbad, California, with employees based worldwide and a European headquarters in Amsterdam, The Netherlands, Airspace leverages AI and patented technology to coordinate logistics across a global network of drivers and airlines, delivering items ranging from organs for transplant to sensitive components such as semiconductors.

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.

Responsibilities

Operating the Airspace Platform

• Set up new orders by adhering to standard work practices and client-specific SOP instructions.
• Rapidly switch between critical tasks, managing all orders within the respective view unless directed otherwise.
• Verify that drivers have picked up or recovered the correct piece(s).
• Confirm flight departures using AWB tracking.
• Follow all process and communication standards across team outlets.
• Stay up to date on announcements and training regarding new system features and process changes.

Proactive Customer Updates

• Follow customer delay notification preferences to provide timely updates using the preferred method of communication.
• Anticipate potential issues such as weather or traffic, offering alternative solutions to meet or beat 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 knowledge to devise out-of-the-box solutions to common or uncommon issues.
• Follow escalation procedures and guidance from senior team members for issue resolution.

Handling All Inbound and Outbound Communications

• Timely acknowledgment and action of all email, phone, and text requests.
• Consistently meet minimum metric expectations for phone availability and acceptance.
• Properly use the various phone statuses.
• Place orders for customers unable to use the online portal.
• Identify and resolve issues surfacing 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, with expectations increasing upon advancement.

• Maintain high customer service and communicate with internal and external parties via Slack, inbound/outbound phone calls and texts, and internal meetings.
• Contribute to the team in areas such as communication, accuracy based on standard work procedures, and overall performance.

Core Values

• We are One Team . We believe we accomplish more when we are working together.
• We make an Impact . We are determined to have a positive influence on our environment, customers, industry, and 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 always 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 time-sensitive shipments on time, every time. Our proprietary AI‑powered platform, protected by multiple patents, offers unparalleled speed, reliability, and transparency. With offices in the United States and Europe, we are scaling into new markets while maximizing value for our customers.

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, sexual orientation, gender identity, age, veteran status, disability, or other legally protected characteristics. Airspace participates in the E‑Verify program for all locations.

For this role, the acquisition of recruitment agencies is not appreciated. Thank you for your understanding.