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Customer Success Coordinator

3 months ago

Dorval, Canada Unilode Full time

ABOUT UNILODE

POSITION OVERVIEW

The Customer Success Coordinator focuses on developing and maintaining operational customer and stakeholder relationships. Providing clarity and guidance on ULD practices & procedures. Enabling and empowering stakeholders to follow ULD best practices. Enforcing ULD requirements and ensuring contractual obligations are met. Realizing smooth and efficient day-to-day ULD operations for their assigned customer. This individual will show transformational leadership and
act as a true Unilode ambassador.

GENERAL RESPONSIBILITIES

The key accountabilities are, but not limited to:

- Create and maintain a local Customer and Stakeholder Portfolio
- Use the KPI dashboard to keep track, manage and drive performances
- Act as the ULD Subject matter expert for their assigned customer
- Work with the GHA of their assigned customer to ensure ULD requirements are understood
- Enforce compliances of ULD requirements (storage, handling, nets, messaging, damage reporting, incident reporting)
- Support with local coordination and escalation of disposition requests
- Conduct training and awareness sessions for GHA staff on ULD requirements
- Conduct spot-checks and audits per matrix and follow-up on findings
- Collect evidence of DAM/UNR/LOST, identify root causes, share insights with CSM and local stakeholders to formulate solutions
- Liaise with local MRO to optimize the collection and return of ULDs requiring repair
- Coordinate leased and interline ULD extraction
- Conduct airport sweeps, produce sweep reports and follow-up on findings
- Support and maintain local airport reader infrastructure of digital ULD track & trace
- Meet with local stakeholders on a regular basis to discuss operational topics
- Establish effective relationships with GHAs and other key stakeholders in the “on the ground” ULD supply chain
- Participate in local Airport Safety committees to have a voice in ULD storage, handling and best practices
- Support implementation of new ULD Management customers
- Additional duties as assigned

QUALIFICATIONS
- Minimum of 3 years in Airport Operations, Ground Handling or ULD Management with a proven track record of success
- Experience working with 3rd parties
- Solid understanding of ULD operations or similar
- Must pass a security background screening and able to obtain an airport badge
- Tertiary studies in Business, Logistics or Aviation Management (desirable)

SKILLS AND KNOWLEDGE
- Demonstrated success in a high pressure, dynamic, fast-paced environment
- Proven ability to develop and maintain strong internal and external relationships
- Proven ability to work independently, own and drive own agenda and achieve significant operational improvements with limited supervision
- Able to listen, understand and make confident decisions based on facts and role responsibility
- Analytical and able to organize, prioritize and communicate effectively both verbally and in writing
- Able to anticipate and handle objections and problems with empathy, taking ownership and investing in a winning solution for the customer and company
- Open to travel