Manager, Customer Service

3 months ago

London, United Kingdom American Airlines Full time
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

As noted above, this list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced.  Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.

  • 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.
  • Responsible for providing a high quality, customer led service for reservations and enquiries, ensuring maximum sales at a high standard of efficiency and courtesy.
  • 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 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.
  • Providing interdepartmental feedback to improve communication and refine business processes.
  • Handles re−accommodations and re−bookings for ExpediteFS and ConfirmedFS products.
  • Works directly with other gateway recovery teams and customers to resolve cargo service issues.
  • Identify and communicate potential operational issues to other work groups and assist with resolution.
  • Work collaboratively with local operations team to implement and adjust as necessary process and procedures to support timely effective customer recovery.
  • Monitors the Customer Service email inbox and respond appropriately but within the ‘one business hour’ target response.
  • Communicates and collaborates with other gateway teams, COC, revenue management and local operations to highlight issues and assist with solutioning.
  • Providing interdepartmental feedback to improve communication and refine business processes.
All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

  • A good knowledge of airfreight industry
  • Articulate and numerate with strong presentation skills
  • Ability to negotiate effectively with a wide range of customers
  • Needs to be friendly and sociable and have track record of building good business relationships
  • Self-motivated
  • Strong organizational and multi-tasking abilities
  • Must be proficient in the use of Word, PowerPoint, and Excel
  • Must have own transportation
  • Must be able to communicate effectively in both spoken and written English
  • A willingness to work with a flexible approach to working hours
  • Be committed to the professional development of yourself and your team members
What you'll get

Feel free to take advantage of all that American Airlines has to offer: 

  • Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
  • Health Benefits: On day one, you’ll have access to your health benefits to help you stay well. 
  • Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.
  • Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more
Feel free to be yourself at American

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world. 

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.

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