About Passport:
At Passport, we empower brands to reach their global potential by delivering the #1 international solutions for direct-to-consumer businesses. What sets us apart is our expertise in international shipping—enabling brands like Carpe, OneSkin, Rhode, GORUCK, and Wildflower Cases to scale globally with ease. Our extensive network, in-house team of logistics and ecommerce experts, integrations with Shopify and other ecommerce platforms, and user-friendly portal make us the trusted partner for growth-focused brands looking to expand internationally and create seamless cross-border experiences.
About 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 3PL Operations team to help hold our 3PL partners 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.
What you'll be doing
- Interact with customer, 3PL partner, and carrier inquiries (email and phone)
- Investigate 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
- Communicate 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 3PL partnersUse problem-solving skills to flag issues and troubleshoot challenges
- Review data for deficiencies or errors, correct any incorrect information
- Provide feedback and identify pain points in processes, 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
Requirements
- Full Professional Proficient English written and verbal skills
- Preferred Hours: 12PM - 8PM EST time, M-F
- Experience with Zendesk a plus, but not required
- Strong problem-solving skills with the ability to identify, analyze, and resolve issues effectively while maintaining operational flow
- 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 writtenAbility to multitask, prioritize, and manage time effectively
- Self-motivated, positive attitude, team player
- Able to quickly understand and implement process changes
A sneak peek into our perks & benefits:
- Competitive cash and equity packages
- Travel & Expenses funds for company events
- 100% remote work environment #LI-Remote
- Paid Time Off
- Paid Parental Leave
- Monthly team get-togethers - 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
- One time remote work stipend to up your WFH game
- Teammates around the world in 8 different time zones!
