Customer Fulfilment Lead

Unilode Aviation

5d•Onsite

About The Position

The Customer Fulfilment Lead manages ULD requests from the Business Development team, collaborating with OCC and logistic providers to develop solutions that drive STL sales conversion and enhance customer satisfaction. This role ensures efficient stock management, process standardization, and a seamless request-toconversion experience. This role requires strong organizational, analytical, and leadership skills. The Customer Fulfilment Lead must demonstrate professionalism, adaptability, and a commitment to continuous improvement in a dynamic environment. This is an overview of the role’s scope and its alignment with Unilode’s competencies and values. It is not an exhaustive list of responsibilities but serves as a guide to the key expectations and contributions of the position. Flexibility may be required to adapt to business needs.

Requirements

College or diploma education required; Bachelor/Master degree desirable.
Experience in air cargo and/or ground handling operations.
Strong understanding of ULD operations, IATA messaging standards, and air cargo logistics.
Proven ability to troubleshoot operational issues in high-pressure, fast-paced environments.
Experience working independently with limited supervision while aligning with group objectives.
Ability to drive operational improvements and implement best practices.
Strong decision-making skills based on data-driven insights.
Ownership mindset, ensuring optimal solutions for clients and Unilode.
Experience in leading and managing day-to-day team operations.
Attention to detail and ability to derive insights from daily activities.
Strong verbal and written communication skills in English.
Proficiency in Microsoft Office applications, particularly Excel and PowerPoint.
Ability to collaborate effectively with cross-functional teams and stakeholders.

Nice To Haves

Bachelor/Master degree desirable.

Responsibilities

Manage and prioritize STL ULD requests, ensuring timely responses and around-the-clock handling.
Collaborate with the Planning and Dispositioning team to formulate and execute effective logistics plans.
Proactively balance ULD stock for STL, optimizing availability for seasonal demand and strategic locations.
Establish and maintain strong relationships with OAL, logistics providers, and internal stakeholders to ensure cost-effective ULD logistics.
Act as the key contact for solution delivery, driving a high STL sales conversion ratio.
Standardize and manage the Request-to-Conversion process to streamline sales and operational efficiency.
Manage and improve request handling and solution-finding processes to increase agility and customer service focus.
Support customer fulfilment processes to ensure data accuracy for invoicing and seamless operations.
Develop and oversee SOPs with internal and external providers, escalating anomalies when necessary.
Supervise a team to ensure 24/7 operational coverage and efficiency.
Work closely with Business Development, Customer Fulfilment, OCC Planning, Disposition, and S&OP/Procurement teams to grow STL.
Support IT programs and digital tools that enhance Short-Term Leasing business activities.
Gather market intelligence, analyze competitor trends, and provide strategic insights for continuous improvement.
Continuously seek improvements in fulfilment processes and logistics management.
Lead and mentor a high-performing team to enhance service delivery.
Collaborate across departments to optimize fulfilment operations and logistics.
Deliver high-quality, customer-focused ULD solutions.
Identify and implement innovative strategies to maximize sales conversion.
Ensure timely and effective execution of STL fulfilment processes.
Contribute to the sustainable growth and optimization of Unilode’s ShortTerm Leasing business.