Customer Service Manager / Cargo (f/m)

Full-time, soonest


Job Category:
Customer Service
Job Location:
Europe
Publishing Date:
21.08.2018
Job ID:
JOB0021

Main Duties

  • Develop customer service local procedures and standards for the organisation or department in compliance with the company policy
  • Train staff to deliver a high standard of customer service
  • Lead, motivate and supervise a team of customer service agents
  • Manage Customer Services processes and make sure they are implemented and carried out as per rules/regulations of the company
  • Manage CS Team Leader & CS Agents as per their job description 
  • Be responsible for monthly staff duty roster & annual leave plan 
  • Maintain and develop positive relationship with premier accounts
  • Represent the company at functions and seminars to promote services and products
  • Communicate courteously with customers by phone, e-mail, face-to-face
  • Investigate and solve customers' problems 
  • Handle customers' complaints or any crises 
  • Take part in local meetings with handling agent and/or other parties in order to make sure all procedures/processes are followed
  • Issue monthly reports/statistics as per management request (trucking, claims, irregularities)
  • Take up responsibility in C-Spot issues as instructed by management
  • Be responsible for having roster coverage for all duties, to guarantee Customer Service obligations
  • Monitoring and action on the C2K performance
  • Participate in set up of new stations
  • Communicate closely with other CS Managers to get full coordination between all stations
  • Meet with other managers (OPS, Sales, other stations) to discuss possible improvements to customer service provided
  • Manage staff recruitment and appraisals
  • All necessary and reasonable work which comes up

Required Skills 

  • Competed apprenticeship or equivalent education in the freight-forwarding / airline industry 
  • Experience in the Cargo Industry preferred 
  • Fluent in Dutch & English (verbal and written) 
  • Customer-oriented behaviour towards internal and external customers 
  • Commercial skills
  • Keen perception and highly organized 
  • Able to take responsibility, give instructions and to work in a team
  • Able to work under operational constraints and to tight deadlines 
  • Manage and exceed customer expectations
  • Able to give professional and clear communication to clients 
  • No 9-5 mentality 
  • Be a team player 

We offer 

  • The opportunity to work in an expanding company, who is seeking to recruit a growing team of qualified and experienced staff and offering an adequate remuneration. 

Application 

  • If you feel you are able to fulfil the role described above please send a covering letter and your full CV (in English please) stating your salary expectation to: hr.emea@airbridgecargo.com

 

 

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