Customer Success Coordinator

3 weeks ago

Dorval, Canada Unilode Full time

**ABOUT UNILODE**

**POSITION OVERVIEW**

The Customer Success Coordinator will work to build an effective community amongst all parties involved with ‘on the ground’ pooling operations. He/she will facilitate the day-to-day supply of ULDs to all Unilode customers, whilst safeguarding the assets. The role will be to serve as Unilode ambassador at the airport and create relationships with airlines, GHAs & the local airport authority.

**GENERAL RESPONSIBILITIES**
- Support local coordination of disposition requests (i.e. GHA transfers, disposition request follow-ups, etc.)
- Conduct airport sweeps and regular stock take.
- Follow-up with GHAs on ULD stock discrepancies/error messages and misuse.
- Collect evidence of lost and damaged equipment, identify root causes and share insights with Customer Success Manager and local Customer representatives to formulate solutions.
- Ensure units are being marked as unserviceable in line with damage limits.
- Liaise with the local MRO to optimize the collection and return of equipment requiring repair.
- Asset safeguarding: Ensure ULDs are correctly handled and stored.
- Support execution of network rebalancing.
- Support/ maintain local airport reader infrastructure of our digital ULD track & trace platform.
- Check-in with local customer representatives to discuss operational topic and conduct training and awareness sessions.
- Participate in local airport operations meetings organized by airport authorities.
- Additional duties as assigned

**QUALIFICATIONS**
- Airside driving license highly desirable.
- 5+ years experience in the aviation industry, preferably in airport operations.
- Experience in ULD management and/or Air Cargo a plus.
- Proven ability to develop and maintain strong customer relationships.
- Proven ability to work independently with limited supervision.
- Must be able to speak, read and write in English fluently, French desirable.

**À PROPOS D’UNILODE**

**APERÇU DU POSTE**

Le coordonnateur de la réussite client travaillera à bâtir une communauté efficace entre toutes les parties impliquées dans les opérations de mise en commun « sur le terrain ». Il facilitera l’approvisionnement quotidien des ULD à tous les clients Unilode, tout en préservant les actifs. Le rôle sera de servir d’ambassadeur Unilode à l’aéroport et de créer des relations avec les compagnies aériennes, les GHA et l’autorité aéroportuaire locale.

**RESPONSABILITÉS GÉNÉRALES**
- Soutenir la coordination locale des demandes de disposition (c.à-d. transferts d’AHS, suivi des demandes de disposition, etc.)
- Effectuer des ratissages dans les aéroports et des bilans réguliers.
- Suivi auprès des GHA sur les divergences/messages d’erreur et l’utilisation abusive des stocks d’ULD.
- Collectez des preuves de la perte et de l’endommagement de l’équipement, identifiez les causes profondes et partagez des informations avec Customer Success Manager et les représentants locaux des clients pour formuler des solutions.
- Assurez-vous que les unités sont marquées comme inutilisables conformément aux limites de dommages.
- Assurer la liaison avec le MRO local pour optimiser la collecte et le retour de l’équipement nécessitant une réparation.
- Protection des actifs : Assurez-vous que les ULD sont correctement manipulés et stockés.
- Prise en charge de l’exécution du rééquilibrage du réseau.
- Soutenir / maintenir l’infrastructure de lecture de l’aéroport local de notre plate-forme numérique de suivi et de traçabilité ULD.
- S’enregistrer avec les représentants locaux des clients pour discuter du sujet opérationnel et organiser des séances de formation et de sensibilisation.
- Participer aux réunions locales sur les opérations aéroportuaires organisées par les administrations aéroportuaires.
- Tâches supplémentaires assignées

**QUALIFICATIONS**
- Permis de conduire côté piste hautement souhaitable.
- 5+ ans d’expérience dans l’industrie de l’aviation, de préférence dans les opérations aéroportuaires.
- Expérience en gestion ULD et/ou fret aérien un plus.
- Capacité avérée à développer et à maintenir de solides relations avec la clientèle.
- Capacité avérée à travailler de façon autonome avec une supervision limitée.
- Doit être capable de parler, lire et écrire couramment en anglais, Français souhaitable.

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