Coordinator, Cargo Gateway Customer Service

6 months ago

London, United Kingdom American Airlines Full time

Location: London Heathrow Apt Cargo (LHR-CRGO)
Requisition ID: 72596

Please note that the possession of a US passport does not qualify for the work permit.

**Intro**:
Are you ready to explore a world of possibilities, both at work and during** **your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board

**Why you'll love this job**:
You will represent American Airlines Cargo sales department services to customers and forwarders for specific account portfolio. A high level of creative thinking is required to fully embrace the diverse workload and changing market conditions. In addition to that, you will also sell full range of Cargo services achieving individual sales targets and being jointly accountable to the Cargo Sales Manager for business plan results.

**What you'll do**:
Leading the team
- You will co-manage the customer service agents
- Providing interdepartmental feedback to improve communication and refine business processes.
- Identify and communicate potential operational issues to other work groups and assist with resolution.
- Providing interdepartmental feedback to improve communication and refine business processes.

Customer Service
- You will be responsible for ensuring an industry leading Customer Service is delivered to all cargo customers on American Airlines flights from London Heathrow
- Responsible for providing a high quality, customer-led service for reservations and enquiries, ensuring maximum sales at a high standard of efficiency and courtesy.
- Works directly with other gateway recovery teams and customers to resolve cargo service issues
- Management responsibility for a team of 4 customer service & reservations team members based in Heathrow.

Gateway Service Recovery & Flight Optimization
- Full control of shipment priority and flight planning requiring regular communications with AA Operations and external stakeholders
- Control of capacity optimization for LHR flights, including any necessary re-accommodations required to ensure voids are minimized and flight revenues optimized.
- To manage cargo reservations in a manner which ensures that a coordinated view is taken of UK cargo capacity designed to provide high utilization consistent with optimum yields.
- Regular coordination with various Revenue Management groups at HDQ to ensure flight capacity is in line with demand and within operational limits.
- Responsibility for prioritizing delayed and mis-routed cargo along with ensuring that all customers are advised at every step of updates.
- Work collaboratively with local operations team to implement and adjust as necessary processes and procedures to support timely effective customer recovery. Handles re accommodations and re
- bookings for Temperature controlled, ExpediteFS and ConfirmedFS products.
- Work collaboratively with local operations team to implement and adjust as necessary process and procedures to support timely effective customer recovery.
- Communicates and collaborates with other gateway teams, COC, revenue management and local operations to highlight issues and assist with solutioning.

**What You'll Do (Continued)**:
The position is based in the American Airlines Cargo offices and requires international travel for training and meetings
- The role requires partial week-end work and agreed irregular hours
- Ensuring reasonable care of the health and safety of self, as well as the safety of others who may be affected by his/her acts or omissions. Cooperating with American Airlines as far as is necessary to enable American Airlines to comply with all relevant statutory provisions and making sure that serious risks or concerns are immediately reported over safety issues.
- Complying with the American Airlines Rules of Conduct Europe & Pacific and working within the context of all company’s policies & procedures
- Maintaining a standard of dress code that is appropriate to the role and in accordance with the company’s uniform/dress policy
- Being aware and sensitive to differences and work in a way which is consistent with the principles of equal opportunities and anti-discriminatory practice
- Maintain and respect confidentiality and ensure adherence to the company’s Non
- Disclosure & Confidentiality Policy
- Actively participate in regular coaching & counseling meetings, performance reviews and development meetings
- Undertake appropriate training as agreed with their manager and take responsibility for self-development. Undertake any other duties which are consistent with the position as well as work with American Airlines location as and when necessary and if applicable to the position.
- The position reports to the Manager Cargo Reco

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