Cargo Sales Operations & Customer Service Manager

$90,000 - $135,168/Yr

Cathay Pacific Srl - Chicago, IL

Full-time - Senior

Chicago, IL

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 the centralized sales support team that interacts with both internal and external customers. This position requires a courteous, efficient, friendly, and professional approach to customer service. The manager will ensure that the sales support team adheres to all procedures while fostering a positive working environment. The role involves leading initiatives aimed at increasing sales conversions through effective Sales Enablement strategies and providing essential support to the regional commercial function. The manager will be tasked with creating and maintaining a sales enablement strategy that identifies initiatives for the regional salesforce in collaboration with the Global Sales Strategy and Enablement team. In this role, the manager will oversee the daily operations of the centralized sales support team, ensuring that customer service staff meet performance expectations through regular reviews. They will be responsible for managing escalated incidents and ensuring effective communication regarding missing cargo. Staying informed about industry trends and best practices in customer experience is crucial to maintaining Cathay Cargo's service excellence. The manager will also establish strong relationships with key stakeholders to drive collaboration and enhance customer satisfaction and loyalty. Additionally, the role involves analyzing data to support decision-making at the senior management level, ensuring that the team is equipped to meet the company's goals and objectives.

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 and maintain the centralized sales support team's work schedule to optimize performance and ensure adequate coverage.
• Oversee daily operations and ensure customer service staff performance meets expectations through 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 and best practices in customer experience.
• Establish and maintain strong relationships with key stakeholders to drive collaboration.
• Collaborate with cross-functional teams to identify opportunities for service improvement.
• 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 Area Cargo Managers and Account Managers to achieve revenue targets.

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 experience with a proven track record.
• Experience in creating and implementing successful sales processes and methodologies.
• Ability to create and track metrics demonstrating increases in sales productivity.
• Strong problem-solving skills with the ability to simplify complex issues.
• Creative thinking and innovation capabilities.
• Ability to work cross-functionally in a complex matrix environment.
• Must have the right to live and work in the USA.
• Strong cognitive reasoning, diagnostic, and mathematical skills.

Nice-to-haves

• Experience in the airline or cargo industry.
• Familiarity with sales enablement tools and methodologies.
• Proficiency in data analysis and reporting tools.

Benefits

• Dental insurance
• Flexible spending account
• Uniform allowance
• Employee assistance program
• Vision insurance
• 401(k) matching
• Life insurance