Cargo Customer Service Manager Jobs (NOW HIRING)

Job Description: Job Purpose: The Cargo Manager will take part in all aspects of cargo operations, administration, and coordination, to include operational administration, deliveries, logistics, staffing and vehicle, staff, and food safety in all operational aspects of cargo and general delivery logistics. The Cargo Operations Manager will be responsible for all information, service, customer relations, federal/state/local requirements and reporting, logistics management and scheduling, cargo support equipment, vendor relations, food/product/packaging management, final product/request quality and accuracy as it applies to the cargo business sector. All responsibilities will be managed under the support, guidance and direction of the General Manager as well as any additional requirement as directed by the General Manager and business needs. Responsibilities and Associated Duties: • Information Responsibilities o Direct involvement in all new, existing, and future cargo catering/service requests provided by Dynamics or direct requests made by cargo customers. o Make reasonable arrangements or delegate responsibilities to be available via phone/email/or other forms of communications with all cargo customers and Guest Services regarding all service needs. o Review and management of all D365 and/or direct cargo customer orders on a daily/weekly/monthly basis. o Directing, coordinating, and arranging all cargo logistics team members based on customer request information. o Professionally challenging and questioning any or all information that could be confusing or contradicting to known cargo business patterns or needs to both Tampa and/or directly to the customer. • Service Responsibilities: * Train and promote “best in class” service mentality and procedures to all Cargo team members. Champion and follow all current Cargo production, quality, packaging, and logistics SOPs. o Review all current Cargo SOP’s and investigate if there are new efficiencies, financial advantages, or improved service opportunities. o Review, respond and resolve all service issues through the current Cargo PE reporting process and SOP. o Directly contact all customers if/when a service issue occurs with an explanation of occurrence and resolution on what steps are being taken to avoid future service issues. • Customer Relations: * Through direct contact, maintain strong professional relationship with the current Cargo customer base. o Personally, engage with all potential new cargo customers located on the field. o Plan to personally meet with cargo customers at customers’ request. o Attend local cargo related business events when possible. o Listen intently to customer feedback and comments. o Proactively and constructively communicate customer comments/concerns/requests to management, production staff and logistics staff. o Work with customers and all ACW departments to resolve or enhance service cargo requests or service concerns. o Be available and/or plan for direct phone contact for all cargo customer requests. o Train and hold all Cargo team members responsible on professional customer interaction and service resolutions. • Federal/State/Local Requirements and Reporting: o Maintain and remain in good standing with own airport cargo badging. o Be a designated signatory for all airport badging. o Create direct relationship with local airport badging office. o Manage and control all airport badging for all badged employees including, but not limited to, renewals, missing/lost badges, new employee badging and terminated employee badges. o Update all badging logs as required by ACW, state and local authorities. o Document and discipline all employees that violate any badging requirements. o Manage and control all airport requirements for ACW delivery vehicle fleet. o Ensure that all required airport and CBP equipment is fully functioning and stored correctly in each vehicle. o Report and resolve any cargo fleet issues as required by the airport authority and the CB. o Establish and maintain direct relationship with local CBP authorities. o Manage and control all facility, personnel, and fleet certifications, badging, insignias, and other CBP requirements regarding authorization to enter and service aircraft with an international origin. o Maintain and record all International Trash logs in a timely fashion as directed by ACW SOP and local requirements. o Provide up to date and accurate records and documentation regarding the handling and recording of international trash to local CPB authorities and/or ACW when requested. o Design and implement continued education and training for all current and future Cargo Team members on local, state, and federal compliance as it allies to CBP, International Trash, AOA Driving and other associated compliance requirements. • Logistics Management and Scheduling: o Create and manage cargo logistics schedules using ADP. o Post schedule for the Cargo Logistics team at a minimum a week out. o Develop and mentor ACW Cargo logistics team members on all best practices and “best in class” customer service. o Ensure that any scheduling gaps or lack of cargo logistics personnel are covered to maintain service expectations including, but not limited to, redirecting scheduled cargo team members and/or adjusting personal schedule to insure service. o Clearly communicate directly to customers logistic situations that might delay or negate ACW Cargo from being able to facilitate service requests while looking for any solution to continue service. o Develop best routing and strategies for logistic support of customer requests. o Maintain contact with active and “static on-field” cargo logistic members to ensure service levels as well as minimize unproductive labor spend. o ACW is utilizing Shipday for all its logistical information. All employees who are organizing or delivering catering are required to use Shipday for all order logistics and deliveries to include delivery photo at point of delivery and the name of the recipient at point of delivery. Cell phones are made available for all company business related tasks. • Cargo Support Equipment o Spot audit cargo vehicles for cleanliness, organization, proper required equipment, and general safety of the vehicles. o Ensure that all required safety equipment is always present in all vehicles. o Ensure that all required International Spill Kit equipment and chemicals are present in all vehicles. o Ensure all employee PPEs are accounted for and properly used. o Ensure all Cargo associated employees are in full compliance with ACW required uniform policies. o Design and implement continued education and training for all current and future Cargo Team members on local, state, and federal compliance as it applies to vehicle maintenance, airport vehicle identification, spill kits inventory/upkeep, and any other required compliance requirements. o Ensure that he/she and all Cargo drivers complete all company required training for drivers, including annual refresher training modules. • Vendor Relations o Maintain and remain in good relationship with LSG or other International Trash processor. o Maintain and remain in good relationship with office landlord Maestro. o Continue to look for alternate cost effective and or business effective vendor support/product as business dictates. • Food/Product/Packaging Management o Manage all sundry items that support all cargo customer requests including ordering, organizing and end of month inventory. o Establish and manage pars for all sundry items that support cargo customer requests. o Establish and manage pars for all sundry pack out for each individual cargo customer. o Manage cargo staff who build and pack sundry items for each individual cargo customer. o Order, inventory and manage packaging and dry ice needed for cargo support. o Mandate and ensure that self and all Cargo drivers complete Schoox Food Safety when first hired and on an annual basis. o Exhibit full competency of all food safety related ACW Schoox training. • Final Product/Request Quality and Accuracy o Spot audit all customer requests for food/product/packaging accuracy as designated by ACES order. o Document and present all product quality concern with the General Manager for resolution. o Conduct constructive conversations with Management, Production Staff and Logistic Staff when standards are not met to find solutions to internal service issues. o Train and ensure all Cargo Team members are fully competent in the Cargo expediting processes and ACW Expo SOP. The outlined responsibilities and requirements are to be fulfilled by the Cargo Manager on a daily/weekly/monthly basis and are subject to adjustments as business dictates. Additional responsibilities not listed may be assigned by the General Manager of the Corporate office depending on business needs. Qualifications/Experience: The ideal candidate will have at least 3 years on-job experience in a verifiable logistics, foodservice, projects. Ideally, the candidate should also possess effective managerial skills acquired while working in similar roles in industry. • Must have experience working in managerial role, ideally in a cargo logistics, warehouse distribution/foodservice • Proven experience in personnel management and administrative functions • Should have vehicle management and safety experience • Industry knowledge within the aviation industry that relates to aircraft service and standards • Must have proven problem-solving skills and attention to detail • Exceptional time management and organizational skills • Excellent computer skills; Excel, Outlook, Word Measures of Success: • Annual Performance Review- success will be measured using results of the Annual Performance Review, to include Specific Job Responsibilities and our Core Performance Goals: • Project Designed, Managed On -Time & On Budget • Professional Integrity & Accountability in All Actions & Activities • Entrepreneurial Spirit in Building Brand Equity & Value • Teamwork Commitment to Support Operations, Finance & Brand Mission LANGUAGE SKILLS Ability to read, interpret, and comprehend documents such as local/state/federal position related documents and regulations, safety rules, operating and maintenance instructions, and procedure manuals. Multi-lingual is preferred. MATHMATICAL SKILLS Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. REASONING ABILITY Ability to apply good judgement understanding to carry out instructions furnished in written, oral, or diagram form. PHYSICAL DEMANDS 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to use hands to handle, reach and carry with hands and arms. The employee is required to stand and walk. The employee must lift and/or move up to 40 pounds. WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate to loud. Flexible to work a schedule that varies, including weekends and holidays. Candidate must be able to travel in accordance with the current ACW Travel Policy. Benefits Package: Air Culinaire Worldwide employees have the flexibility to design the benefit selections best suited for their needs. Full Time employees are eligible for healthcare and supplemental benefits on the first day of the month, following 30 days of employment. 401 (K) Retirement Plan with a discretionary 100% employer match of the first 6% of participant contributions. Plan entry is the first day of the month following 30 days of employment. Three (3) medical plans to choose from, with an excellent employer contribution. Available Dental and Vision insurance Company paid basic life insurance, with the option to elect additional voluntary term life. Company paid short-term and long-term disability insurance. Available supplemental benefits, including critical illness, accident insurance, hospital indemnity insurance and pet insurance. Health Savings Account and Flexible Spending Account available (for eligible plans) Generous Vacation Program for full time employees