Operations Coordinator in Passport Shipping

About Passport:

Passport is reinventing cross-border e-commerce logistics as the modern international shipping carrier of choice for eCommerce (customers include Bombas, Native, Ritual, Seed.com). By combining our proprietary asset light network along with technology and customer support, we ensure that consumers around the world receive their packages without the hassle and pain that is typically associated with international shipping.

We’re a growing, ambitious team looking to upend the trillion-dollar international parcel shipping industry through a world-class experience. At Passport, you will have the opportunity to work with some of the biggest e-commerce merchants in the world and think strategically on how to add value to their international business. See this TechCrunch (https://tcrn.ch/2TKQ4eO) article to understand why brands love us.

About you and the role:

As Passport’s logistics grow increasingly complex, the Daily Operations team is integral in ensuring successful delivery and overseeing all the moving pieces – from pickups at our 3PL partners to final mile delivery and everything in between.

In this role, you will be responsible for working with our Vendor Operations team to help hold our vendors accountable to their performance SLAs. You’ll be a key part of the Daily Operations team, working on monitoring performance through KPIs and dashboards, investigating operational issues that may arise, and continually improving processes.

Location: Latin America (Argentina, Peru, Chile) Remote

What you'll be doing:

• Interacting with customer, vendor and carrier inquiries (email and phone)
• Investigation of parcels and customer concerns through multiple avenues
• Ability to work through a daily task list, and monitor emails daily to update different types of data throughout the day
• Quickly learn how different systems work and how to effectively use them
• Communicates effectively with Operations team members and leads
• Run reports and troubleshoot issues as needed
• Enter key performance indicator data accurately and on time for multiple vendors
• Use of problem solving to flag issues and troubleshoot issues on the floor
• Review data for deficiencies or errors, correct any incorrect information
• Provide feedback and find pain points in process, gather information for internal systems, and work on projects as needed
• You will be expected to work on a fixed schedule and be responsive during your set hours

• Full Professional Proficient English written and verbal skills
• Preferred Hours: 10AM - 6PM EST time, M-F
• Process oriented and able to understand how different pieces of information connect
• Self-starter with an eye for process improvement
• Excellent communication and presentation skills, both verbal and written
• Ability to multitask, prioritize and manage time effectively
• Self-motivated, positive attitude, Team player

• Experience with Zendesk a plus, but not required

- Competitive cash and equity packages
- Travel & Expenses funds for company events
- 100% remote work environment #LI-Remote
- Flexible PTO
- Themed happy hours - bring on the Zoom comedians, pop-a-shot contests, and sip ’n paints!
- Quarterly team (virtual) gatherings and annual team offsites
- Learning & Development Fund for upskilling or products to improve your day-to-day work life
- Teammates around the world in 8 different time zones!