Job description

About Air France KLM Cargo

Connecting is our goal and our mission. At Air France KLM Cargo, we are "HERE TO CONNECT" with our customers and our partners.

Our efforts also contribute to worldwide connectivity. With 295 destinations in 110 countries, 3,500 cargo employees and 453 aircraft (i.e. more than one million tonnes of cargo over the last twelve months), Air France KLM Martinair Cargo is not just an operator of the largest worldwide freight network; it is a connectivity engine in its own right.

Working time overview:

• Hybrid Working (3x a week in office, 2x a week at home)
• 8hr shift in the window period of 8am to 8pm
• Rotation on Saturday shift (approx once a month)

Job Summary

The primary function of the Customer Experience Representative is to enable business relationship with DL & AFKLMP customers through all service activities, including but not limited to order processing & sales administration, customer information, Track & Trace and after sales activities.

The focus on Service allows the Representative to have an active role on generating revenues from short term Sales by developing and maintaining customer relationship on a day to day basis.

Together with Inside Sales and Quote Desk roles, it is the third pillar of Customer Preference in offices throughout the USA.

Organizational context

Within Sales and Distribution Department, Service Desk Representative CXO JV (SD Rep) is part of the Customer Service Organization of USA market. SD Rep reports to CXO JV Manager. SD Rep is the main point of contact for customers on a day to day basis. The quality of the relationship with customers is a key element to Customer Preference as this daily contacts translates our product/services positioning into actual business flow in a short term focus.

SD Rep is thus in permanent contact with customers, and interacts regularly with Sales, Ops, the Hubs, RM, other CSO offices, management and support.

Key Result Areas

Pre-sales (information distribution)

• Provide information to Customers with regard to general DL & AFKLMP services, either pro-actively or upon request:
• Availability & capacity and Customer allocations
• Rates & Surcharges,
• Network, Products, embargoes and restrictions
• General and local conditions for sales, promotions/campaign
• Actively promote Digital channels.
• Execute marketing campaign based on guidelines and material provided by departments involved.
• Proactively obtain and share business intelligence with Sales and all other departments involved.

Order processing and Sales Administration

• Deliver conform final booking reflecting customer request and within commercial and operational guidelines of DL & AFKLMP Cargo.

Main elements are:

• When the original customer’s booking request is not possible, offer alternatives and upsell based on the guidelines provided.
• Find a solution for a capacity request outside the product network through in-house forwarder and interline.
• Take, make and process pre and new bookings, confirm, modify and cancel bookings according to agreed procedures and guidelines.
• Verify, monitor that correct rate is linked to the booking.
• Link the spot rate to the AWB when an offer is agreed upon and the order is created.
• Pro-actively (re-)confirm bookings obtaining weight/volumes from customers before receiving the shipments, enabling operations to anticipate on actual details.
• Advice and support customers on online bookings.
• Verify, monitor or correct online bookings
• Take all applicable actions required prior to accommodate the shipment:
• Organize OK to FWD procedure.
• Liaise with CSO at destination to ensure all preparations are made to accommodate shipment
• Instruct local operations manager on actions for special shipments and/ or customers when needed

Track & trace

• Provide information on status of a shipment, based on available information (on existing tools):
• React upon and pro-actively inform customers in case of irregularities/discrepancies, propose alternative solutions or initiate tracing.
• Inform customers of Non delivery based on information received from OPS.
• Inform customers on Imports (before arriving at destination).
• Promote Track & Trace tool

After sales

After the transport of the shipment execute all after sales related activities to ensure customer satisfaction

• Assist Cargo claim analyst(s) to obtain claim related documents and information.
• Handle dissatisfactions of customers regarding services rendered (complaints without financial compensation), within the boundaries.
• On customer’s request arrange Proof of Delivery (POD).
• Assist on requests received from Revenue Integrity Center (RIC).
• Register and organize follow up of no-shows/low shows, last minute cancellations and report to departments involved.
• Submit Rate Change Request when applicable.

SMS MANAGEMENT OF FLIGHTS SAFETY

Safety culture

Respect Executive Committee commitment : ‘a fundamental challenge which is not in conflict with operational, commercial and financial objectives’

Actively contributes to flight safety discussion in meetings where Flight Safety chapter is inserted

Ease the operation of network flights safety and reports any item related directly or indirectly to flight safety

Risks Management

Ensure the conformity of the delivered products and services and contribute to case feedback

Takes part in SMS instances/initiatives upon request and achieve prevention plan within domain

Compliance: Safety, Security and Customs

Strictly complying with safety, security and custom laws and regulations:

• SMS: Report any item related directly or indirectly to flight safety and security, immediately
• Ensure the conformity of the delivered products and services and contribute to case feedback
• Be vigilant on and act proactive on situations that can hamper safety, security and customs.
• Be aware of the specific compliance risks customers served could have on AFKL and use appropriate questioning to ensure precise description of all expeditions.
• Commit to 5 Safety Principles (Work Safely, Stick to the Rules, Report Unsafe Situations, Help and Challenge Each Other, Be fit to Work)
• Commit to the 5 compliance commitments (Know what you transport, Catch discrepancies as early as possible, No means NO, Prepare for continuous change, Integrate & Innovate)

Job-Requirements: knowledge, learned disciplines, experience

• Preferably Experience in Customer Service (attitude, tone of voice, quality of language to adopt in telephone servicing)
• Proficient in Microsoft Office suite (Excel, Word, Powerpoint, etc)
• Fluency in a second language is a plus (Spanish, French, Dutch)

Job-Requirements: Competencies

• Teamwork
• Initiative
• Adaptability
• Excellence
• Technical/Professional knowledge
• Communication skills (written and verbal)
• Customer focus
• Impact

Job Type: Full-time

Pay: From $17.33 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Hapeville, GA 30354: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location

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