Global Operations Specialist

Flexport; Guadalajara; On-site; MXN 240,000 - 360,000; Full time

Job summary

Flexport is seeking a Global Operations Specialist to help customers optimize their supply chains. You will coordinate the end-to-end movement of shipments, collaborate with squad operations and customs teams, and ensure data integrity to minimize delays.

You’ll use metrics to improve performance, follow SOPs to meet KPIs and SLAs, and participate in shaping an scalable operating model as Flexport grows in the Americas.

Qualifications

• Bachelor’s/Associate’s degree OR 1+ year of relevant experience.
• Excellent customer service skills with the ability to empathize and prioritize the needs of a diverse customer base. Troubleshoot and de-escalate or escalate issues until resolved.
• Fluency in English, both written and verbal.
• Strong attention to detail in a high-energy, fast-paced environment.
• Ability to work flexible hours; may include holidays, weekends, swing or night shifts; based at Flexport’s first operations center.

Responsibilities

• Execute the movement of containers and air freight to availability at destination port or warehouse.
• Be part of frontline groups ensuring high quality: shipments move on time and exceptions are handled.
• Serve as the first escalation point for issue resolution to ensure best customer experience.
• Use metrics to spot opportunities to improve data quality and shipment milestone timeliness.
• Follow SOPs to satisfy KPIs and SLAs aligned with productivity goals.
• Analyze data to root-cause defects and support continuous improvement.
• Coordinate shipment delivery appt and reporting to support client needs.

Skills

Customer service

English fluency

Data analysis

Process improvement

Logistics knowledge

Education

Bachelor’s/Associate’s degree or equivalent

Job description

About Flexport:

At Flexport, we believe global trade can move the human race forward. That’s why it’s our mission to make global commerce so easy there will be more of it. We’re shaping the future of a $10T industry with solutions powered by innovative technology and exceptional people. Today, companies of all sizes—from emerging brands to Fortune 500s—use Flexport technology to move more than $19B of merchandise across 112 countries a year.

The recent global supply chain crisis has put Flexport center stage as we continue to play a pivotal role in how goods move around the world. We are proud to have the support of the best investors in the game who believe in our mission, solutions and people. Ready to tackle global challenges that impact business, society, and the environment? Come join us.

Help our customers improve their global supply chains

The Opportunity:

The Global Operations Specialist is a critical part of Flexport’s mission to make global commerce so easy there will be more of it. In this role, your direct customers are the partners within your region: our Flexport Squad Operations teams and customs teams, subcontractors, carriers, and terminals. Your work directly supports Flexport’s end customers in achieving their logistics goals by executing the end-to-end movement of shipments. Most importantly, you will play a pivotal role in building the next operational model at Flexport: allowing us to effectively scale to achieve our mission.

As a Global Operations Specialist, you are obsessed with executing a shipment lifecycle through ensuring data integrity is maintained at the highest standard and delays are minimized with urgency and bias to action.

As a new team member in our Americas Operations group, you’ll begin by immersing yourself in our company culture and mastering world-class operations. As Flexport continues to grow, there could be opportunities for future Flexporters to become founding team members in new markets, relocate internationally, and help us expand our presence around the world. If you’re interested in a fast-paced career with the potential for international experience, this opportunity could offer you unmatched growth and adventure.

You will

• Be responsible for executing the movement of containers and air freight to availability at the port or warehouse of destination
• Be a part of the frontline groups ensuring the highest standard of Flexport quality: shipments move on time and exceptions are handled appropriately
• Serve as the first point of escalation for issue resolution, ensuring prompt and effective resolution to provide the best customer experience.
• Use metrics to spot opportunities to improve and deliver great performance in your role, including data quality and shipment milestone timeliness.
• Consistently follow Standard Operating Procedures (SOPs) to ensure that your work satisfies internal Key Performance Indicators (KPIs) and Service-level Agreements (SLAs) in-line with productivity goals.
• Analyze data to root-cause defects and support continuous improvement efforts.
• Execute on shipment delivery appt coordination and any reporting functions needed to support our clients business needs

You should have

• Bachelor’s/Associate’s degree OR 1+ year of relevant experience preferred. New graduates are encouraged to apply!
• Excellent customer service skills with the ability to effectively empathize and prioritize the needs of a diverse customer base. You have the ability to troubleshoot and handle challenging customer issues and can successfully de-escalate or **escalate** issues until they are fully resolved
• Fluency in English, both written and verbal
• Strong attention to detail in a high-energy, fast-paced environment
• The ability to work flexible hours: this role requires working variable hours to match when customers need us most. You may be required to work national holidays, weekends, swing or night shifts, and may be asked to render overtime based on business needs. You will be based out of Flexport’s first operations center wholly dedicated to providing the best experience for Flexport’s customers.

Commitment to Equal Opportunity

At Flexport, our ability to fulfill our mission of making global commerce easy and accessible relies on having a diverse, dedicated and engaged workforce. All qualified applicants will receive consideration for employment regardless of race, color, religion, sex, national origin, age, physical and mental disability, health status, marital and family status, sexual orientation, gender identity and expression, military and veteran status, and any other characteristic protected by applicable law.

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