Operations Specialist I-III, (Germany)
$36,000–$65,000 year
HybridFrankfurt am Main, Hesse, Germany
Job Summary
Set up new orders containing time-sensitive commodities by adhering to standard work practices and client-specific SOPs, verifying driver pickups, and confirming flight departures using AWB tracking. Provide proactive customer updates on delays by monitoring weather and traffic conditions to offer alternative solutions that meet or beat delivery times. Manage inbound and outbound communications via email, phone, and text to resolve issues and place orders for customers unable to use the portal. Source driver coverage for order segments and apply tenured knowledge to find out-of-the-box solutions for uncommon issues while following escalation procedures. Maintain high-level performance metrics and accuracy based on standard work procedures across all team outlets. Work hybrid on-site in Frankfurt, Germany, with a salary range of €36,000 – €65,000 annually.
Required Qualifications
- Ability to work hybrid on-site in Frankfurt, Germany
- Ability to rapidly move from one critical task to another
- 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
- Ability to identify and resolve issues surfaced through inbound phone calls, text messages, and email
- Ability to consistently meet all minimum metric expectations for phone availability and acceptance
- Ability to maintain high level of customer service while communicating with internal and external parties through Slack, Zendesk, Inbound/Outbound phone calls and texts, and Internal meetings
- Extreme attention to detail
- Ability to catch something so small
- Ability to provide proactive updates to customers on any deviations
- Ability to track order status progression from start to finish
- Ability to set up all new orders containing the most time-sensitive commodities for success
- Ability to verify that drivers have picked up or recovered the correct piece(s)
- Ability to accurately confirm flight departures by use of AWB tracking
- Ability to follow all process and communication standards within various team outlets
- Ability to stay up to date on all announcements and training involving new system features and process changes
- Ability to follow all customer delay notification preferences in providing timely updates by use of the preferred method of communication
- Ability to look ahead (weather conditions, traffic, etc.) and offer an alternative solution in order to meet or beat their required delivery times
- Ability to adhere to both standard work practices and client-specific SOP instructions
- Ability to follow escalation procedures and guidance provided by senior team members to assist in issue resolution
- Ability to place orders for customers who are unable to place orders via the online portal
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