Job Description
Customer Service Manager, Cargo Services
This job is a member of the Cargo Services Team within the SVP International & Cargo Division.
Benefits and Offers
Feel free to take advantage of all that American Airlines has to offer:
Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more.
Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.
401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more
Duties and Responsibilities
Your main responsibilities in this role include the following:
Supports station management in leading airport personnel to provide superior customer service experience
Supervises employees who scan, transport, and sort mail, and who load and unload mail to and from ground equipment and aircraft
Leads and directs airport personnel to perform their work in a safe and efficient manner in compliance with Federal, State and Local regulations including DOT, FAA, and other government agencies
Establishes and maintains effective relationships with external and internal customers that foster compassion, authenticity, integrity, respect and dignity
Provides direction and appropriate support structure using effective resources to enable the team to deliver high performance
Promotes a professional culture that is both socially responsible and ethical
Job Requirements
High School diploma or GED equivalency
Ability to work independently with minimal supervision as well as function effectively as a member of a team
Ability to make decisions and work under demanding operational conditions in a stressful environment
Knowledge and understanding of company policies and functional automation applications
Ability to work extra hours when there are operational needs
Ability to work rotating shifts including weekends, holidays and days off
Willing to produce current and unexpired Driver’s License
Willing to take pre-employment drug screening test
Willing to undergo comprehensive background and/or fingerprint checks to satisfy security requirements, if applicable
Ability to demonstrate strong customer service and communication skills with the ability to interact effectively with all levels throughout the organization
Must be able to obtain USPS clearance, which includes cleared drug screen, criminal history, fingerprinting and a 5-year US residency requirement
Previous airport customer service experience in leading a team with union/non-union workgroups, previous cargo experience, previous experience adhering to compliance standards in heavily regulated environments, and/or previous vendor management experience
