Customer Success Supervisor
The Customer Success Supervisor develops, strengthens and maintains operational customer and stakeholder relationships in Luxembourg, Europe and where required globally.
The main responsibilities include leading the local team of Customer Success Coordinators and to ensure efficient day to day air cargo, ground handling, logistics and ULD operations on behalf of a major freighter customer.
Oversee local / regional ULD operations on behalf of customer and supervise local Customer Service Coordination team (2 staff).
Manage employee schedules and potential conflicts in-line with local regulations.
Collaborate with Operations Control Center in executing ULD disposition requests and support required escalations to client HQ,
Coordinate stock transfers and plan ad hoc and medium term ULD requirements closely monitor daily stock vs targets, disposition metrics into wider network and proactively avert service failures.
Perform daily / weekly ULD and net stock counts and regular airport / warehouse sweeps.
Proactively work with customer station representatives, customer ULD control team and other relevant stakeholders to investigate and resolve stock discrepancies, reduction of Unreported, ensure adherence to messaging standards, correct reporting of On Loan units, etc.
Monitor ULD and net damages and coordinate repair logistics in customer network; take action for reducing damage to ULDs and nets and ensuring repair costs are below target.
Coordinate, manage and escalate ULD trucks to / from MRO, regular lanes between stations, ad hoc trucking requirements, etc.
Support and escalate returns of ULDs from offline stations.
Support arrangement and delivery logistics of ULDs on seafreight.
Provide Customer Success Manager with customer and competitor feedback; responsible for analysis and reporting of service failures or other important issues.
Track customer network KPIs (e.g. damages, repair ratios, Unreported, Lost, On Loan, station surplus and deficits, dispo compliance, messaging quality, etc).
College or diploma education required, bachelor’s degree desirable.
Proven experience in air cargo and ground handling operations.
Strong understanding of ULD operations, ULD IATA messaging standards and ULD planning / dispositioning.
Ability to develop and maintain relationships internally and externally.
Ability to work independently with limited supervision .
Demonstrated success in a high pressure, dynamic, fast-paced environment.