Customer Care, Specialist

6 months ago

Montréal, Canada Air France - KLM Full time

Air France KLM has an opening for a permanent full time_ **Cargo -** **_**Customer Care, Specialist** **role based in the administrative office located downtown Montreal.

Reporting to the Manager, Costumer service, the Cargo - Customer care, Specialist will be responsible to answering to customers in writing or verbally, documenting files and submitting cargo distribution channel proposals to customers.

**RESPONSIBILITIES**
- Provide on a day to day basis a high quality commercial distribution channel between the customer and the AF/KL Cargo Organization by distributing products and services of AF/KL Cargo. As such Customer Service translates the request of customers in an order to be processed by Operations within commercial boundaries set by Sales and other departments.
- Organize short term and day to day commercial activities to enable Sales to focus on medium and long term commercial activities; thereby maximizing the result of the commercial team as a whole.
- Provide administration and backoffice services at a local level, in line with the functional requirements of the AF/KL Cargo organization
- To directly contribute to revenue increase and profitability of AFKLMP Cargo through effective proposition and negotiation of price levels for ad hoc quotes. The purpose of Quote Desk Representative position is to focus on ad hoc quoting in order to propose accurate pricing, balancing higher rate through capacity, segmentation, product range and services offer analysis as well as network and competition knowledge, against market conditions. Through regular analysis and permanent customers and internal interactions, this position aims at developing practices for best pricing, thus ensuring the group remains competitively positioned in all segments of the market.

**MORE PRECISELY**:
**1. Relationship Management**
- Responsible to enhance customer satisfaction and increase revenues by building a relationship with the frontline staff of the customer.

**2. Pre-sales (information distribution)**
- Provide information to Customers with regard to general AF/KL products and services
- Answer questions of Customers with regard to general AF/KL Cargo information, Availability & capacity, Customer allocations, Rates & Surcharges, Products & Product features, Product Network, e-channels, promotions and special campaigns and commercial actions, which are accurate, and to the point and with satisfied Customers as a result.

**3. Short term Sales**
- Secure additional revenues for the Market by:

- Proactively contacting customers for additional ad-hoc and/or regular traffic to support remaining capacity on short term basis according to guidelines of Sales and Revenue Management
- Develop and manage effective relationships with customers, acting as account manager for small or midsize accounts
- Ensure relevant ad hoc pricing per destination and customer, products are communicated to Sales
- the promotion of E tools (booking, tracking, e-AWB) and Customer Survey participation

**4. Make offer**
- Responsible to ensure that based on the customer request an offer is made to the customer within the framework of the AF-KL commercial policy
- Ensure pro-active offering and selling AF/KL Cargo products (including up-selling/cross-selling)
- Answer quote requests within defined timeline and priorities
- Perform proactive Quote follow up towards customers and back-up quotations when first attempt is rejected for any reason.
- Negotiate an optimal price when customers request a spot-rate.
- Consider all opportunities to find a solution for capacity requests outside the product network.
- Ensure the process to link a spot rate to the AWB when the offer is agreed upon and the booking is secured.
- Ensure the process to follow up on quotes, pro-actively act on no sales, share information based on reason for no sales at station level or with departments involved.

**5. Take and process order**
- Responsible to deliver a 100% correct final booking which reflects the request of the customer and is within the commercial and operational guidelines of AF/KL.
- Ensure total booking process is according to agreed procedures and guidelines.
- Reconfirm the cut off time based on product and security status.
- Ensure the agreed rate is documented to avoid accounting discrepancies.
- Monitor and support customer on e-bookings; making adjustments when necessary.
- Organize OK to FWD procedure including the liaison with CSO colleagues at other stations.
- Ensure the process to instruct the local operations manager on actions for special shipments and/ or customers when agreed with sales.
- Align with Sales on the commercial priority setting if needed.
- Take required actions to accommodate the shipment and ensure it moves as booked.
- Repair actions for cancelled flights in your own market
- Manage compliance approvals requests by Central offices.

**6. Track & Trace**
- Actively inquire the status of shipments from available sources (systems, o

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