Global Operations Specialist

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 Fl