Customer Service Manager, Americas

IAG Cargo • Miami, FL

5d

About The Position

The purpose of this role is to deliver World Class Customer Service through strong supplier, people and conformance management, always operating in a safe and secure environment whilst supporting the enhanced supplier and customer management and undertake appropriate analysis to drive performance improvements.

Requirements

• Excellent Customer Service Skills
• Customer focus – has an understanding of how to identify customer needs and how to address the
• Very strong influencing and networking skills with key stakeholders driving difficult decisions and managing complex relationships
• Skilled negotiator
• Able to lead and deliver change
• Strong communicator –both verbal and written
• Strong planning and budget skills
• Proven experience in matrix management and the ability to form meaningful cross-functional relationships.
• Action orientated, drives pace, challenges appropriately to maintain momentum within tight timescales
• Ability to design and implement strategy to articulate priorities, direction and focus
• Proven ability to work under pressure and manage complex and often unique issues creating relevant clarity in areas of ambiguity
• Proven Project Management skills
• Numerical literacy and strong analytical skills
• Educated to degree level in business / numerate subject or equivalent
• Evidence of identification of areas of improvement and provision of creative solutions to benefit the customer
• Track record of delivering sustainable and significant change and reducing complexity
• Proven ability to deliver objectives on time and to budget through the use of planning tools
• Evidence of use of data to drive performance improvement
• Ability to communicate and influence effectively across functions, cultures and hierarchies
• Experience of working with 3rd party suppliers
• Must be able to live and work in the USA. Must be willing to travel and have a valid driving licence.

Responsibilities

• Effectively manage cargo operations in stations in Northeast USA.
• This position exists to ensure we deliver excellent customer service to specified performance standards and in line with all health, safety, and security mandates. The jobholder will ensure we develop and maintain strong relationships with both internal and external customers and all government agencies. Key to this role are strong managerial skills as well as superior operational understanding and change management.
• Manage and coach 3rd party supplier team by targeting and monitoring specific performance objectives
• Deliver CIQ performance on all IAGC flights
• Ensure 100% compliance with the CHM throughout the area, all OPCPs Safety and Security as well as Health and Safety rules and regulations
• Deliver outstanding customer service to our internal and external customers, maintain an excellent work relationship with forwarders and shippers in the area
• Ensure all assigned stations fully comply with the GHA Review Processes, safety and security compliance and all audits
• Ensure the SLA review process is conducted on a quarterly basis to measure the performance at each station
• Ensure full professional cooperation with the central audit team in London, Madrid, Barcelona and Dublin
• Develop strong and lasting working relationships with key service providers for the operational and commercial benefit of IAG Cargo
• Maintain excellent work relationship with Cargo Headquarters and stakeholders based in London, Dublin, Barcelona and Madrid, as well as other IAG Cargo Departments
• Maintain excellent work relationships with Customs agencies through positive communications and office visits to mitigate penalties and risks
• Inform the RCSM of weekly Operations/Customer service plans
• Check and approve of suppliers’ invoices sent through DFM or IATA Clearing House including handling charges review
• Update Station Local Operating and Compliance Manuals and perform the Compliance Self Audits
• Support and action on NSCA and other audits performed. Ensure findings are actioned and closed within agreed timeframe
• Provide annual leave coverage for RCSM
• Report and investigate safety and security incidents, ensuring robust actions are taken and closed on time
• Actively manage ULD stocks
• Become an expert in processes and procedures and support/deliver GHA training

Benefits

• From the day you join us, you’ll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways and group airlines. You’ll also receive up to 30 discounted ‘Hotline’ airfares per year for yourself, friends, and family.
• All our colleagues get access to LinkedIn learning and Rosetta Stone Language courses

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level