Operations Support Agent

Job Description

The Operations Support Agent ensures smooth daily operations by managing administrative tasks, monitoring workflows, resolving process issues, and coordinating between teams. They provide timely support, maintain accurate records, assist in reporting, and contribute to process improvements, ensuring efficiency, compliance, and seamless organizational functioning. Strong communication and problem-solving skills are essential.

Key Responsibilities

• Complete operational and administrative tasks across Air and Road Networks, including linehaul coordination and dispatch.
• Ensure accurate manifesting, documentation, and reporting for shipments, including dangerous goods.
• Support customer service teams by providing timely updates and resolving routine queries.
• Monitor workflows, identify anomalies, and take corrective action following established procedures.
• Maintain operational records, reports, and logs in compliance with internal and external standards.
• Assist with sort support, trace management, and coordination across multiple locations.
• Escalate complex operational issues to senior team members for resolution.
• Support domestic and cross-border operations to ensure accurate and timely delivery of services.

Skill & Experience

• Strong attention to detail and accuracy in completing operational tasks.
• Understanding of air and road network operations, dispatch, and linehaul processes.
• Knowledge of manifesting, documentation, and handling of dangerous goods.
• Ability to monitor workflows, identify issues, and apply standard procedures to resolve them.
• Good organizational and record-keeping skills for reports and operational logs.
• Basic understanding of customer service processes and service assurance.
• Ability to coordinate across locations and support both domestic and cross-border operations.
• Effective communication skills and ability to escalate issues appropriately.
• Familiarity with trace management and sort support processes.
• Proficiency in standard office tools and operational software systems.