Customer Service Officer - Atlanta, Georgia, USA - Network Aviation Group ✈️ : Job Details

SUMMARY:

Network Cargo Management (NCM) is part of the Network Aviation Group. The Group was originally formed in 1985 and now spans five continents. NCM are the General Sales Agent (GSA's) for a variety of airlines in the United States. NCM are an integral part of the group utilizing the services of 3rd party carriers around the world.

We offer a variety of sales and services to client airlines, as well as managing a fleet of freighter aircraft on a network of scheduled routes and charters throughout the world.

The Customer Service position is responsible for handling enquiries and reservations for airlines represented by our Company in the USA. This role is to efficiently deal with all operational and cargo matters.

PRINCIPAL ACCOUNTABILITIES:

The Customer Service position is principally responsible for:

· Dealing promptly and efficiently with enquires received from customers by telephone or email;

· Making bookings with carrier/s and entering into Airlines Cargo Booking Systems (CBS), ensuring that cost and buy rates are mentioned in the booking system;

· Providing customers by email with flight details/confirmation/point of delivery and rate, including surcharges;

· Actioning post flights in CBS;

· Obtaining copies of issued & completed airway bills and other documents and upload into the SharePoint (SP) database;

· Providing Ground Handling Agents (GHA) with build lists and other information required to forward cargo as booked. Arranging trucking (if required) to the airport of departure;

· Distributing tariffs and service information;

· Providing quotations, rates and service details, promptly and efficiently to customers;

· Keeping records of all quotations provided to customers;

· Recording of airway bills issued to clients;

· Providing credit application forms or take other steps to set up new customers on behalf of the Company's accounts department;

· Assisting the Company accounts department in the collection of outstanding payments;

· Efficiently resolving customer complaints by investigating problems; developing solutions; preparing reports; making recommendations to management;

· Liaising with GHA to ensure all cargo is loaded and obtaining the necessary documents;

· Maintaining records on area and customer sales contacts (DYNAMICS CRM System);

· Promptly answering all enquires received from overseas offices and partners for shipments transiting through Miami (MIA) and other gateways in the USA, dealing efficiently with all transit shipments as necessary;

· Producing regular reports for carriers including attending weekly conference calls;

· Keeping up to date on all procedures by reviewing the SharePoint database on a daily basis;

· Other reasonable work-related requests as directed by the Line Manager.

REQUIRED SKILLS, EXPERIENCE AND COMPETENCIES:

· Customer Service

o Handling all enquiries in a polite and professional manner

· Planning & Organisation

o Demonstrable effective prioritisation of tasks;

o Demonstrable sustained accuracy & precision in tasks;

· IT skills

o Good IT knowledge of Microsoft suite of programmes;

o Ability to perform & analyse mathematical calculations;

• Team Working and Communication

o Ability to work effectively as part of a team & individually/autonomously;

• Attention to Detail
• A highly analytical eye for detail with tenacity and proactivity;
• Demonstrable efficiency and organisation in all responsibilities;
• Flexibility/Resilience
• Ability to demonstrate flexibility when confronted by unforeseen work situations;
• Ability to work under pressure;
• Integrity and Commitment
• Ability to demonstrate a high level of integrity and work ethic;
• Self-motivation with high energy and ability to demonstrate enthusiasm in all tasks;
• Keen willingness for learning and self-development;

OTHER INFORMATION:

· Training will be provided in the use of company IT systems such as SharePoint (SP), Cargo Booking System (CBS), DYNAMICS, and other systems that may be utilised by any of the carriers represented.

· Candidates must already have the legal right to live and work in the United States of America.

AN EQUAL OPPORTUNITIES EMPLOYER:

We aim to be an equal opportunities employer. We are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race or is disadvantaged by conditions or requirements which cannot be shown.

To apply for this fantastic opportunity please contact

[email protected]

with your CV and cover letter.