Customer Service Lead

Supports the customer service team that directly interacts and communicates with customers in a courteous, efficient, friendly, compliant and professional manner. Responds to customer complaints, providing appropriate solutions and alternatives within the expected time limits, including customer-focused import functions. Follows-up to ensure resolution and reports to the department manager. Follows and implements communication procedures, guidelines and policies. Provides guidance to the team on more complex situations and ensures standard operating procedures are followed.

Leads all activities related to the Customer Service department that supports non-initial booking functions (re-booking, cancellations, no-shows).
• Responsible for escalated incidents, when possible, averts and/or diffuses potential customer problems.
• Ensures proper identification and communication is occurring when problems in network disruptions arise to the team for proper action.
• Ensures all responses to the customers are answered in a timely manner based on Key Performance Indicator requirements.
• Ensures timely response to emails, calls and call-back from customers, vendors, carriers and internal network.
• Maintain, create, update and/or utilize customer and/or freight reports and information.
• Liaise with all other Polar Air Cargo inter-departments and business groups as necessary.
• Monitors and communicates tracing of missing cargo and following up on tracers.
• Prepares reports, maintains logs and departmental filings; completes and sends Cargo Correction Advice (CCA).
• Provides guidance to the team as a liaison between the customer and the internal teams not limited to: Customer Resolution Team (CRT), Sales, Ops, Flight Planning, RFS, & Regulatory Compliance to help determine the most accurate booking status.
• Maintaining working relationships with employees in other pertinent departments, such as Ground Ops, and Sales, to obtain and/or provide information.
• Leads and maintains an environment that encourages team work by:
  • Informing the team and Manager of unique or difficult situations.
  • Providing ongoing support, assistance and information to customer service staff, and management.
• Fosters procedural excellence to identify, research and implement policy and best practices.
• Follows employee guidelines and meets all expectations (schedule, dress code, performance, completing all training, safety, goals for the year, etc.).

• Bachelor degree or a combination of work experience with high school graduation.
• 4+ years of experience in similar role required.
• Demonstrates proficiency in MS Office (Excel, Word, Teams), IATA, and Cargo Management Systems
• Must have understanding of aircraft cargo loading capacities.
• Understands and adheres to company policies and procedures.
• Must have understanding of air cargo industry and competition.
• Computer-savvy with a working knowledge of cargo systems.

Skills:

• Must possess ability to track and coordinate multiple issues simultaneously.
• Excellent decision-making skills.
• Must be able to maintain absolute confidentiality and discretion.
• Excellent written and communication skills.
• Must be able to apply conceptual and problem solving skills.
• Understands and adheres to company policies and procedures.

Special requirements:

• Must be reliable, flexible and available to work varied hours, weekends and holidays
• Travel for this role is not required but may occur infrequently based on business need.

Salary Range: $65,700 - $88,700

Financial offer within the stated range is contingent on the qualification of selected candidates

The Company is an Equal Opportunity Employer. It is our policy to afford equal employment opportunity to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, national origin, citizenship, place of birth, age, disability, protected veteran status, gender identity or any other characteristic or status protected by applicable in accordance with federal, state and local laws.

If you'd like more information about your EEO rights as an applicant under the law, please download the available EEO is the Law document at http://www1.eeoc.gov/employers/poster.cfm.

To view our Pay Transparency Statement, please click here: Pay Transparency Statement