Shipment Operations Analyst

Shipment Operations AnalystReston, Virginia | Rotating Shifts (Days, Nights, Weekends, Holidays)About UsWe are a fast-growing technology software company based in Reston, Virginia, and a proud Inc. 500 award winner, recognized for our rapid growth and innovation in the tech industry. Our team is passionate about building cutting-edge software solutions while maintaining a collaborative, high-performance work environment.We are seeking a Shipment Operations Analyst to join our Human Agent Response Team (HART). This is an excellent opportunity for someone with a background in logistics or operations who thrives in a fast-paced, 24/7 technology environment.Role OverviewThe Human Agent Response Team (HART) Analyst is responsible for real-time monitoring and resolution of shipment disruptions across global carrier networks in a 24/7 operational environment. This role ensures service continuity by identifying risks, triaging interventions, and coordinating cross-functionally to minimize delivery impact.This position requires flexibility to work rotating shifts, including nights, weekends, and holidays, to support continuous global operations.Primary Duties and ResponsibilitiesEnd-to-End Ownership: Take full ownership of the intervention lifecycle, from initial detection to final closure, during your assigned shift.Carrier Engagement: Interact directly with carrier escalation teams to secure updated ETAs, recovery commitments, and verified proof of corrective actions.Shipment Management: Effectively manage critical and time-sensitive shipments to ensure successful delivery.Operational Execution: Comprehend and accurately interpret standard operating procedures (SOPs) and playbooks to meet specific customer instructions and expectations.Issue Identification: Proactively identify ongoing logistics issues occurring at the carrier or lane level.Thorough Documentation: Maintain clear and concise records of all resolution actions within the internal tracking system.Ticket Management: Triaging, documenting, prioritizing, resolving and escalating support requests through internal ticketing systems.Ad-hoc: Perform other tasks and duties of a similar nature and scope as assigned.Required Qualifications• Strong interpersonal skills combined with excellent written and verbal communication• A proven ability to complete complex tasks accurately and in a timely manner• Positive attitude with a productive, professional, and courteous manner• Rapidly learn and become proficient in carrier portals and internal intervention management tools• Proficient with MacOS• Non-smoking is a firm requirementPreferred QualificationsSAP Experience: Hands-on experience and working knowledge of SAP, including troubleshooting shipment and order-related issues a plus.Logistics Experience: Prior experience working directly with carrier networks and shipment tracking systems.High-Value Oversight: Demonstrated proficiency in overseeing the movement of high-value or time-sensitive cargo.SLA Knowledge: A solid understanding of Service Level Agreement (SLA) structures and associated contractual service commitments.Salary Range$75,000-$85,000