Overview

Manages overall customer service excellence along with the customer service team that directly interacts and communicates with customers in a courteous, efficient, friendly and professional manner. Ensures the lead customer service agents and customer service team are following all procedures and maintaining a healthy and positive working environment. Ensures the team is handling customer complaints, providing appropriate solutions and alternatives within the time limits, including customer-focused import functions. Requires following-up to ensure resolution and reports back to department Director. Keeps and files records of customer interactions. Follows communication procedures, guidelines and policies. Ensures the team is going beyond the extra mile to engage and communicate with external customers. Develops and enforces standard operating procedures.

Responsibilities

• Manages the customer service leads and team by providing direction and appropriate support structure using effective resources to enable the team to deliver high performance.
• Leads and engages in meetings as required by the organization.
• Proactively resolves issues and reporting to the Director with detailed resolution reporting.
• Proactively communicates with the Director on any new ideas or changes in order to improve the quality of work which is being produced by the team.
• Manages and maintains the customer service department work schedule and hours worked in order to optimize performance and to ensure meeting the companies requirements in order to have adequate coverage.
• Manages customer service staff performance is meeting expectations and reviews are conducted as needed.
• Monitors and ensures all staff are following schedule as required and must take corrective action to address any discrepancies with performance regularly.
• Develops and maintains customer service guides, training material and processes guides to ensure compliance, procedural excellence and best practices.
• Supervises all activities related to the customer service department which supports non-initial booking functions (re-booking, cancellations, no-shows).
• Responsible for escalated incidents, averts and/or diffuses potential customer problems.
• Ensures proper identification and communication is occurring when problems in network disruptions arise to the team for proper action.
• Ensures customer service team is answering customers in timely manner based on Key Performing Indicator requirements.
• Ensures customer service team is following employee guidelines and meeting all expectations (schedule, dress code, performance, completing all training, safety, goals for the year, etc.).
• Ensures timely response to emails from customers, vendors, carriers and internal network.
• Monitors that the team is communicating tracing of missing cargo and following up on tracers.
• Maintains, creates, updates and/or utilizes customer and/or freight reports and information in computer database.
• Prepares reports, maintains logs and departmental filings; completes and sends Cargo Correction Advice (CCA).
• Ensures the team acts as a liaison between the customer and the internal teams not limited to: Customer Resolution Team (CRT), Sales, Ops, Flight Planning, RFS, & Regulatory Compliance to help determine the most accurate booking status.
• Supervises and maintains an environment that encourages team work by:
  • Informing the team, and Director of Customer Service of unique or difficult situations
  • Providing ongoing support, assistance and information to customer service staff, and management
  • Maintaining working relationships with employees in other pertinent departments, such as Ground Ops, and Sales, to obtain and/or provide information

Qualifications

• Bachelor degree or a combination of work experience with high school graduation.
• 5 years of experience in similar role.
• Demonstrates proficiency in MS Office (Excel, Word, Teams), IATA, and Cargo Management Systems.
• Must have understanding of aircraft cargo loading capacities.
• Understands and adheres to company policies and procedures.
• Must have understanding of air cargo industry and competition.
• Computer-savvy with a working knowledge of cargo systems.

Skills:

• Must possess ability to track and coordinate multiple issues simultaneously.
• Excellent decision-making skills.
• Excellent written and communication skills.
• Must be able to apply conceptual and problem solving skills.
• Understands and adheres to company policies and procedures.
• Must be able to maintain absolute confidentiality and discretion.

Special Requirements:

• Must be reliable, flexible and available to work varied hours, weekends and holidays.
• Travel for this role is not required but may occur infrequently based on business need.

The Company is an Equal Opportunity Employer. It is our policy to afford equal employment opportunity to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, national origin, citizenship, place of birth, age, disability, protected veteran status, gender identity or any other characteristic or status protected by applicable in accordance with federal, state and local laws.

If you'd like more information about your EEO rights as an applicant under the law, please download the available EEO is the Law document at http://www1.eeoc.gov/employers/poster.cfm.

To view our Pay Transparency Statement, please click here: Pay Transparency Statement

The Company is an Equal Opportunity Employer. It is our policy to afford equal employment opportunity to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, national origin, citizenship, place of birth, age, disability, protected veteran status, gender identity or any other characteristic or status protected by applicable in accordance with federal, state and local laws.

If you'd like more information about your EEO rights as an applicant under the law, please download the available EEO is the Law document at http://www1.eeoc.gov/employers/poster.cfm.

To view our Pay Transparency Statement, please click here: Pay Transparency Statement