The Customer Service Manager coordinates the activities of booking cargo shipments for customers; works with internal department to maximize fleet utilization. Lynden Air Cargo is a US part 121 all-cargo airline based in Anchorage, Alaska. Lynden Air Cargo conducts operations within Alaska as well as other locations around the world, utilizing its fleet of L382 Hercules aircraft. Lynden's structure provides employees with the family environment of a smaller company, and the competitiveness, expectations and rewards of a large, global organization.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Directly manages and coordinates service related activities, scheduling, training and evaluation of customer service personnel. Assists Director of Business Development & Marketing in the planning and execution of service improvement processes. Coordinates the process of information exchange with customers, sales department, and cargo operations department.
Implements and evaluates company goals for service and growth at Anchorage station and scheduled service destinations. Ensures quoting pricing support for Alaska market within company pricing philosophy. Monitors competitor service and activity in Alaska market.
Assists in the development of business relationships; attends trade shows, conferences, and other venues to promote business and market services. Prepares periodic sales and activity reports for analysis and reporting to management.
Coordinates customer rate reviews and tariff sheets.
Serves as a liaison between accounting, sales, warehouse/dock operations, and customer service employees.
Works with customer service department, and other departments and supervisors of the company to initiate improvements to our processes and service. Investigates and reports to management improved customer service programs, processes or tools in order to increase efficiencies or enhance service.
Processes employee payroll hours in accordance with HR payroll policy.
Communicates and coordinates with other departments and contractors to plan, document and receive freight while maintaining efficiency and high customer service standards. Monitors customer’s specific requirements, including, but not limited to, freight receiving schedules, documentation needs, special handling needs, inbound and outbound equipment tracking, and hazardous documentation.
Responds to customer questions, concerns and service requirements.
Oversees the processing and accuracy of waybills, invoices, and ensures all required purchase orders, work orders, and approvals for advance charges are documented.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION AND/OR EXPERIENCE
Bachelor’s degree (B. A.) in Sales, Marketing, or Business or equivalent from four-year college or technical school and two years progressive experience; or minimum of five years’ progressively related experience and/or training; or equivalent combination of education and experience.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
Ability to define problems, collect data, establish facts, and draw valid conclusions to resolve issues. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
CERTIFICATES, LICENSES, REGISTRATIONS
Valid Alaska Driver License
HazMat Certification (Basic Awareness of Air Cargo Shipments of Hazardous Materials)
OTHER SKILLS AND ABILITIES
Must be proficient in Microsoft Word and Excel; experience with Microsoft Publisher helpful.
Basic knowledge of heavy equipment, building materials, and mining supplies helpful; knowledge of various transportation modes and capabilities. Must be available to travel domestically and internationally without restrictions. Must be available to work days, evenings, weekends, nights or holidays, if required.
While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to stand and walk for extended periods. The employee is frequently required to reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision.
The noise level in the work environment is usually moderate. Performance of this position may occasionally require exposure to manufacturing and/or warehousing areas that require the use of personal protective equipment such as safety glasses and mandatory hearing protection. While performing the duties of this position the employee is occasionally exposed to wet and/or humid conditions, fumes and airborne particles and outdoor weather conditions.
This job description is not an employment agreement or contract. Management has the exclusive right to alter this job description at any time without notice.
A post-conditional offer of employment background check and pre-employment drug test are required. Random drug testing is required of all Lynden Air Cargo employees.
Must be able to pass a post-hire fingerprint-based criminal history records check with no disqualifying criminal offenses.
Federal law requires Lynden Air Cargo to verify the identity and employment eligibility of all persons hired to work in the United States. Lynden Air Cargo will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's Form I-9 to confirm work authorization. Details may be found here: http://bit.ly/2nk3jWa
Lynden Air Cargo is a federal contractor and an equal opportunity and affirmative action employer that does not discriminate on the basis of race, national origin, religion, age, color, sex, gender identity, sexual orientation, disability, veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. Lynden Air Cargo policy applies to all terms and conditions of employment. To achieve our goal of equal opportunity, Lynden Air Cargo maintains an affirmative action plan through which it makes good faith efforts to recruit, hire, and advance in employment qualified minorities, females, individuals with disabilities & protected veterans. Veterans and minorities are encouraged to apply.
LYNDEN AIR CARGO IS AN EQUAL OPPORTUNITY EMPLOYER