Manager, Customer Service & Flight Optimization - United Kingdom LHR

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.
  
  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
  
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