Cargo Sales Operations & Customer Service Manager

$94,000 - $141,312/Yr

Cathay Pacific Srl - Los Angeles, CA

Full-time - Senior

Los Angeles, CA

Food Services and Drinking Places

About the position

The Cargo Sales Operations & Customer Service Manager at Cathay Pacific is a pivotal role responsible for managing a centralized sales support team that interacts with both internal and external customers in a courteous, efficient, friendly, and professional manner. This position is crucial in ensuring that the sales support team adheres to all procedures while fostering a positive working environment. The manager will lead initiatives aimed at increasing sales conversions through effective Sales Enablement strategies and will provide essential support to the regional commercial function. The role involves creating and maintaining a sales enablement strategy that identifies initiatives for the regional salesforce in collaboration with Global Sales Strategy and Enablement. Additionally, the manager will support the regional commercial function to enhance overall performance and customer satisfaction. Key responsibilities include managing sales productivity and processes, implementing the Cargo Business Plan in alignment with local strategies, and creating strategies and performance measurements to ensure high efficiency and productivity within the team. The manager will oversee daily operations, ensuring that customer service staff meet performance expectations and handle escalated incidents effectively. Staying informed about industry trends and best practices is essential to maintain Cathay Cargo's service excellence. The role also requires establishing strong relationships with key stakeholders and collaborating with cross-functional teams to identify service improvement opportunities. In terms of sales enablement, the manager will utilize resources to identify opportunities for revenue generation, monitor load factors, and ensure special solution shipments are handled with care. The position also involves training and developing effective regional sales playbooks in collaboration with various departments, ensuring that all team members are certified and updated with new requirements. The manager will create and monitor KPIs for team members to track performance and productivity.

Responsibilities

• Manage and lead the centralized sales support executive team to perform customer services.
• Implement the Cargo Business Plan in alignment with local cargo strategies and specified Key Performance Indicators.
• Create strategies, processes, documentation, and performance measurements to ensure high efficiency and productivity of the team.
• Manage the centralized sales support team's work schedule and hours to optimize performance and ensure adequate coverage.
• Oversee daily operations and ensure customer service staff performance meets expectations by conducting regular reviews.
• Handle escalated incidents and diffuse potential customer problems.
• Monitor team communication regarding tracing of missing cargo and follow up on tracers.
• Stay informed about industry trends, emerging technologies, and best practices in customer experience.
• Establish and maintain strong relationships with key stakeholders to drive collaboration and leverage industry insights.
• Collaborate with cross-functional teams to identify opportunities for service improvement and enhance customer satisfaction.
• Analyze data and develop reports to support decision-making across senior management.
• Utilize resources to identify opportunities and generate incremental revenue by optimizing space utilization and load factor.
• Monitor load factors of outbound flights and manage booking acceptance to maximize flight revenue.
• Ensure special solution shipments are handled with care to secure high yield cargo.
• Support Account Managers in handling project shipments and manage allotments, bookings, and shipment tracking.
• Coordinate with Account Managers to achieve revenue targets and generate ancillary revenue.

Requirements

• University degree in a relevant Sales, Marketing or Business-related discipline, or equivalent combination of education, training, and experience.
• A minimum of 7 years of Direct Sales Management with a proven track record.
• Proven experience in creating and implementing successful sales processes and methodologies.
• Ability to create and track metrics demonstrating increases in sales productivity.
• Strong cognitive reasoning, diagnostic, and mathematical skills.
• Ability to work cross-functionally in a complex matrix environment.

Nice-to-haves

• Creative thinking and ability to innovate.
• Ability to break down complex problems in a simplified way.
• Passionate, customer-centric, and results-driven sales professional.

Benefits

• Dental insurance
• Flexible spending account
• Uniform allowance
• Employee assistance program
• Vision insurance
• 401(k) matching
• Life insurance
• Travel Privileges on Cathay Pacific Airways Global Network
• Extensive well-being programs including health, dental, prescription, vision, virtual doctor visits
• Generous 401K Matching Program
• Paid Holiday & Vacation
• LTD & Basic Life Insurance