Customer Focus Mgr

Manage Customer Focus Team according to Company policies and applicable laws to provide the safe, orderly, and expeditious acceptance and handling of customer’s freight and airway bill processing. Supervise and develop staff to ensure business continuity and customer satisfaction.

• Customer Care: Provide professional service utilizing databases, coordinating and communicating with cargo operations and customers to ensure a positive focused experience. Provide a high level of customer care to internal and external customers through courteous customer contact, general/specific information, and problem resolution.
• Freight & Documentation Management: Oversee accurate Air Waybill (AWB) creation and handling, shipment tracking, inventory monitoring, and processing of missing/unmanifested freight. Manage the manifesting of HOT freight, flight schedule information, and backhauls.
• Issue Resolution: Handle customer complaints and requests by providing appropriate solutions and alternatives in a timely manner; follow up to ensure resolution. Ensure Teck requests are satisfied with timely solutions and follow-up.
• Billing Administration: Responsible for all Teck billing and billing inquiries. Ensure the ability to handle a balanced cash drawer.
• Leadership & Development: Hire, train, and develop staff in accordance with company policy and procedures. Audit business procedures for AWBs, charters, and associated documentation for training opportunities and continuous improvement.
• Policy & Strategy: Develop and write policies as needed. Report irregularities, issues, and successes to Cargo Management.
• Safety Culture: Promote the safety culture throughout the company.
• General Requirements: Maintain regular attendance. Perform other duties, as assigned.

Responsible for managing the direction, coordination, and evaluation of Customer Focus Leads and Representatives. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma or general education degree (GED).
• Four (4) years of related experience and/or training to include supervisory or equivalent combination of education and experience.

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, and government regulations.
• Ability to write business correspondence and procedure manuals.
• Ability to effectively present information and respond to questions from managers, subordinates, other employees, and customers.

• Ability to add, subtract, multiply, and divide in all units of measure using whole numbers, common fractions, and decimals.
• Ability to compute rates, ratios, and percentages.

• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
• Ability to prioritize tasks and multi-task in a fast-paced environment.

• Must be able to manage multiple priorities.
• Working knowledge of airfreight operations and services, including high proficiency with AWB rating systems or other business revenue recognition systems.
• Proficient with Windows, Word, Excel, Explorer, and Outlook.
• Ability to key in and use the top row of the keyboard by touch (equivalent to 40 words per minute).
• Possess a genuine desire and skill to meet the customer’s needs in the most efficient manner possible.
• Ability to multi-task on the phone and use multiple computer programs simultaneously.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• While performing the duties of this job, the employee is regularly required to talk or hear.
• The employee is frequently required to stand and walk.
• Ability to meet a regular work schedule and a willingness to work overtime as required.

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.