Operations Coordinator in Passport Shipping

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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.
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 the entire Operations team to assist where needed. 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.

Job functions

  • 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
  • Work with our Freight team to schedule LTL shipments as needed
  • 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

Qualifications and requirements

  • Full Professional Proficient English written and verbal skills
  • Preferred Hours: 12PM - 8PM EST time, M-F
  • Experience with Zendesk and Excel a must
  • Experience with Salesforce a nice to have but not required
  • Strong organizational skills required
  • Context switches well, and enjoy working on new projects daily
  • Enjoy helping others accomplish a range of tasks from reporting, to answering customer support tickets, building new processes, etc.
  • 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
  • Able to quickly understand and implement process changes


Equity offered This position includes equity compensation (in the form of stock options or another mechanism).
Flexible hours Flexible schedule and freedom for attending family needs or personal errands.
Paid sick days Sick leave is compensated (limits might apply).
Company retreats Team-building activities outside the premises.
Education stipend Passport Shipping covers some educational expenses related to the position.
Informal dress code No dress code is enforced.
Vacation over legal Passport Shipping gives you paid vacations over the legal minimum.
Parental leave over legal Passport Shipping offers paid parental leave over the legal minimum.

Remote work policy

Locally remote only

Position is 100% remote, but candidates must reside in South America.

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