How youll help us Keep Climbing (overview & key responsibilities) The Analyst – Cargo Inside Sales and Customer Support Lead will lead the team and excel at customer service and driving customer loyalty. Supporting the team in leveraging a strong cargo background to ensure revenue and load factor maximization. The Lead will manage the team in liaising with outside sales peers to gain insight of new opportunities and will actively engage with customers to convert insights to bookings, while tracking results in Salesforce.com and booking tools. The analyst lead has an up-sell minded approach to booking inquiries, leveraging knowledge of booking window demand trends and proximity with pricing analysts to optimize revenue streams, customer, and product diversification. The Lead will assist and manage the team in maintaining the rate master file and proactively tracks and adjusts the billing discrepancy report. The analyst possesses solid understanding of flight capacities and seeks to understand inventory optimization relative to flight performance restrictions. As a Delta leader it is paramount that you lead by example and will provide support, guidance, coaching and motivation based on individual needs and be a champion leading other through change. Summary of responsibilities (not comprehensive of all tasks): To be responsible of Leading the Analyst team for the end-to-end booking management from point of reservation through to delivery while actively engaging in email and phone conversations seeking to maximize flight revenues and load factors while minimizing service failures. To create and amend all cargo reservations for the ex. UK Delta network and provide flight control and service recovery guidance to operations teams. Through customer calls and emails, be the ambassador for Delta product ensuring all reservations are completed within set SLA’s, capacity acceptance rules and all reservation data is captured accurately. Where necessary follow up on all permanent bookings to ensure the blocked space is utilized or released back for free sale. To ensure upon request the customer is fully updated of post flight amendments. Manage staff admin tasks, shift roster, holiday requests, day to day performance management. Manage the teams response to all enquiries for price requests for all shipments and upsell to premium products on high demand routes. Agree prioritization best practice with key stakeholders, then through post operation analysis, through review of the booking list ensure cargo flight plans are produced on time and to agreed standards, in order to minimize the commercial impact of offloads and to maximize uplift. To manage the teams response to requests for tracking information, including pro-active notification of issues to key customers. Respond with integrity with Delta’s brand values at the heart of everything, providing resolution to customer complaints or service failures, which are escalated to you where appropriate. Provide handling reports as requested by the customer. Respond to billing queries ensuring the required action is taken in a timely manner. Include query details on weekly Billing Discrepancy Report. Escalate customer dissatisfaction to raise and ensure awareness. Help maintain contract rate master file Share checking of WebVision AWB records against post-flight messaging to ensure billing accuracy across each consignment and flight Respond to CASS queries via portal. Escalate & report.
What you need to succeed (minimum qualifications) Minimum 3 years of customer service experienceMust be in possession of valid documentation to live and work in the United Kingdom at the time of applying to this position. Delta does not sponsor.Excellent level of written and spoken EnglishConfident in people management Outstanding customer service skills with proven customer service experience Excellent PC and numerical skills (including good Excel and Word) Confidence in decision making and able to defend those decisions at all levels Ability to prioritize own workload against tight deadlines A team player who has strong attention to detailWillingness to learn, respond and adapt to feedbackExcellent communication skills and ability to influence and upsell where necessary at all levels Experience of Delta’s WebVision product is an advantage Comprehensive understanding the cargo commercial arenaKnowledge of the operational challenges of air cargo Process improvement and quality control Knowledge of Salesforce and Aspect telephony an advantage Sound commercial awarenessMust have a demonstrated problem solving, organizational, analytical, and decision-making skills.Consistently prioritizes safety and security of self, others, and personal data. Embraces diverse people, thinking, and styles.Possesses a high school diploma, GED, or high school equivalency.
What will give you a competitive edge (preferred qualifications) • Extensive knowledge of the Air Cargo and/or Freight Forwarding industry