Customer Service Manager, Americas

Looking for a challenge in one of the world’s largest airfreight logistics organisations?

At IAG Cargo we are in the business of moving things. From antibiotics to rhinoceros, gold bullion to avocados and everything in between. Whatever people need, wherever they are. In an era of digital screens and closed borders, we open the skies and fly the world to bring people the things they really need.

We are the logistics and cargo brand of International Airlines Group (Aer Lingus, British Airways, Iberia, Level and Vueling). At IAG Cargo, we believe in keeping the world’s economies turning, and do everything with determined attitudes, curious minds, collaborative actions and heartfelt pride. Join us at our globally recognised logistics business, where we are building a great place to work for customers and colleagues alike.

The purpose of this role is to deliver World Class Customer Service through strong supplier, people and conformance management, always operating in a safe and secure environment whilst supporting the enhanced supplier and customer management and undertake appropriate analysis to drive performance improvements.

Effectively manage cargo operations in stations in Northeast USA.

This position exists to ensure we deliver excellent customer service to specified performance standards and in line with all health, safety, and security mandates. The jobholder will ensure we develop and maintain strong relationships with both internal and external customers and all government agencies. Key to this role are strong managerial skills as well as superior operational understanding and change management.

• Manage and coach 3rd party supplier team by targeting and monitoring specific performance objectives

• Deliver CIQ performance on all IAGC flights

• Ensure 100% compliance with the CHM throughout the area, all OPCPs Safety and Security as well as Health and Safety rules and regulations

• Deliver outstanding customer service to our internal and external customers, maintain an excellent work relationship with forwarders and shippers in the area

• Ensure all assigned stations fully comply with the GHA Review Processes, safety and security compliance and all audits

• Ensure the SLA review process is conducted on a quarterly basis to measure the performance at each station

• Ensure full professional cooperation with the central audit team in London, Madrid, Barcelona and Dublin

• Develop strong and lasting working relationships with key service providers for the operational and commercial benefit of IAG Cargo

• Maintain excellent work relationship with Cargo Headquarters and stakeholders based in London, Dublin, Barcelona and Madrid, as well as other IAG Cargo Departments

• Maintain excellent work relationships with Customs agencies through positive communications and office visits to mitigate penalties and risks

• Inform the RCSM of weekly Operations/Customer service plans

• Check and approve of suppliers’ invoices sent through DFM or IATA Clearing House including handling charges review

• Update Station Local Operating and Compliance Manuals and perform the Compliance Self Audits

• Support and action on NSCA and other audits performed. Ensure findings are actioned and closed within agreed timeframe

• Provide annual leave coverage for RCSM

• Report and investigate safety and security incidents, ensuring robust actions are taken and closed on time

• Actively manage ULD stocks

• Become an expert in processes and procedures and support/deliver GHA training

What you’ll bring to IAG Cargo:

Skills

• Excellent Customer Service Skills

• Customer focus – has an understanding of how to identify customer needs and how to address the

• Very strong influencing and networking skills with key stakeholders driving difficult decisions and managing complex relationships

• Skilled negotiator

• Able to lead and deliver change

• Strong communicator –both verbal and written

• Strong planning and budget skills

• Proven experience in matrix management and the ability to form meaningful cross-functional relationships.

• Action orientated, drives pace, challenges appropriately to maintain momentum within tight timescales

• Ability to design and implement…