Role overview
The Operations Associate (Medical Device) coordinates time-critical shipments from order setup through final delivery, keeping customers informed of progress and deviations. This entry-level role works with customers, drivers, and agent service providers, using a logistics platform, airline booking and tracking tools, and client-specific SOPs to keep urgent deliveries on schedule.
Shipment Setup and Tracking
- Create orders in the logistics platform according to standard work practices and client-specific SOP instructions.
- Move quickly between critical tasks and verify that each shipment milestone is completed correctly and on time.
- Navigate airline booking and tracking websites and interpret shipment information.
- Follow process and communication standards across multiple platforms, independently reviewing company communications to stay informed.
- Track orders from start to finish and provide proactive verbal and written updates about delays, issues, and changes.
- Anticipate obstacles such as weather and traffic, recommending alternatives that meet or improve the customer's required delivery time.
Operational Problem Solving
- Update, manage, or change airway bills using initial and ongoing training.
- Find driver coverage for any segment of an order.
- Evaluate circumstances when requesting or declining additional driver incentives.
- Apply training and accumulated knowledge to develop practical solutions to familiar and unfamiliar problems.
- Follow escalation procedures and seek guidance from senior team members when resolving issues.
Customer Communication and Performance
- Acknowledge and act on email, phone, and text requests promptly.
- Maintain required phone availability and acceptance metrics, using phone statuses correctly.
- Follow All Hands on Deck and Off-Phones Requests guidelines.
- Place orders for customers who cannot use the online portal.
- Identify and resolve issues raised through calls, text messages, and email, including calls involving multiple operational sectors.
- Meet the minimum performance metrics and customer service standards for an entry-level position. A direct supervisor communicates expectations, which increase with advancement.
Working Arrangement and Benefits
This position is remote in the United States. The application asks candidates to confirm that they are located in the U.S. and indicate their availability to work weekends.
Pay is $26–$28 per hour. Benefits include health, vision, and dental plan options, a 401(k) company contribution program, and reimbursement for professional learning and training.
The employer participates in E-Verify at all locations and provides equal employment opportunity and affirmative action consideration.