Customer Success Manager- Cargo

3 weeks ago

Toronto, Canada Air Canada Full time

**Description**

**Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.**

Act as the primary interface between our premium customers and Cargo Operational teams. The incumbent will work with the Manager, Customer Success to triage, respond and escalate customer inquiries and to develop the Summit Account Customer Service Agents to handle all types of cases. The incumbent will be responsible to log all cases in the corporate CRM environment, to trend escalations and to recommend sustainable improvements to the Operational teams.

**Responsibilities**:

- Establishes and maintains of communication with each Summit account ensuring that each account can obtain contact with Air Canada Cargo offices worldwide when needed.
- Collaborates with the Manager, Customer Success to conduct Quarterly Business Reviews and additional meetings, as required, to review operational performance.
- Communicates key and trending Summit service issues to responsible Operational Management groups; liaises with stakeholders to propose solutions and resolve key service issues.
- Collect, trend, and analyze key account metrics.
- Build and maintain strong, long lasting customer relationships.
- Ensure timely and successful delivery of our solutions according to customer needs and objectives.
- Assist with high severity requests or issue escalations as needed.
- Educate Customer Service Managers relative to the Summit accounts service needs to meet expectations.
- Provides support, communicate and work with the Cargo Commercial Team to ensure Summit account satisfaction.
- Works closely with the Summit Account Customer Service Agents to ensure customer satisfaction and problem resolution.
- Partners with other stations to develop and implement corrective action when issues affecting the Summit accounts arise.
- Collaborates with Manager, Customer Success to communicate new products and services developed by marketing to the customer base to create interest.
- Engage and work proactively with all internal departments to meet service level and key performance indicators.
- Develops and maintains a thorough understanding Cargo procedures, products and services.
- Any other duties or tasks as assigned.

**Organizational Alignment**
- Reports to the Manager, Customer Success - Cargo.
- Enlist the support of regional sales, services resources and other sales & management resources as needed.
- Closely coordinates with Operations to ensure recovery of irregular operations and service issues.
- Works closely with Customer Service to ensure customer satisfaction & problem resolution.

**Qualifications**
- Post-secondary education in a business or logistics related area an asset.
- Minimum 3 years airline Operations experience, preferably in Cargo, Airports, or customer service
- Professional logistics designation (CITT or P.Log) an asset
- Must be motivated, reliable and able to work independently or as part of a team
- Will adjust schedule as needed to meet department demands, work goals and time constraints, including working nights, weekends and holidays.
- Extensive experience in cargo operations, process and procedures
- Detailed understanding of Transport Canada and Customs regulatory requirements
- Knowledge of Freight Forwarding industry and functions
- Proven communication and coaching skills.
- Strong organizational skills.
- Excellent written and oral communication.
- Partnering skills with a strong customer focus.

**Conditions of Employment**:
**Linguistic Requirements**

**Diversity and Inclusion**

Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees' unique contributions to our company's success.

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