Customer Service Manager, Cargo Services

American Airlines Group • New York, NY

417d • $59,263 - $81,283

About The Position

The Customer Service Manager for Cargo Services at American Airlines is responsible for leading airport personnel to ensure a superior customer service experience. This role involves supervising employees in the handling of mail and cargo, ensuring compliance with safety regulations, and fostering effective relationships with both internal and external customers. The manager promotes a professional and ethical culture while supporting the team in delivering high performance.

Requirements

• High School diploma or GED equivalency
• Previous airport customer service experience in leading a team with union/non-union workgroups
• Previous cargo experience
• Previous experience adhering to compliance standards in heavily regulated environments
• Previous vendor management experience
• Ability to work independently with minimal supervision as well as function effectively as a member of a team
• Ability to make decisions and work under demanding operational conditions in a stressful environment
• Knowledge and understanding of company policies and functional automation applications
• Ability to work extra hours when there are operational needs
• Ability to work rotating shifts including weekends, holidays and days off
• Willing to produce current and unexpired Driver's License
• Willing to take pre-employment drug screening test
• Willing to undergo comprehensive background and/or fingerprint checks to satisfy security requirements, if applicable
• Ability to demonstrate strong customer service and communication skills with the ability to interact effectively with all levels throughout the organization
• Must be able to obtain USPS clearance, which includes cleared drug screen, criminal history, fingerprinting and a 5-year US residency requirement

Responsibilities

• Supports station management in leading airport personnel to provide superior customer service experience
• Supervises employees who scan, transport, and sort mail, and who load and unload mail to and from ground equipment and aircraft
• Leads and directs airport personnel to perform their work in a safe and efficient manner in compliance with Federal, State and Local regulations including DOT, FAA, and other government agencies
• Establishes and maintains effective relationships with external and internal customers that foster compassion, authenticity, integrity, respect and dignity
• Provides direction and appropriate support structure using effective resources to enable the team to deliver high performance
• Promotes a professional culture that is both socially responsible and ethical

Benefits

• Travel Perks: Access to 365 destinations on more than 6,800 daily flights
• Health Benefits: Health, dental, prescription and vision benefits from day one
• Wellness Programs: Tools and resources for personal well-being
• 401(k) Program: Available upon hire with employer contributions after one year
• Employee Assistance Program
• Pet insurance
• Discounts on hotels, cars, cruises and more

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Air Transportation
• Education Level: High school or GED