Cargo Customer Service Representative

Air France KLM Martinair Cargo is a key player in the air cargo industry, offering a wide range of services and solutions to transport goods to all corners of the globe. With two hubs located in Paris Charles de Gaulle and Amsterdam Schiphol, we provide seamless connections across the world. Our commitment to quality and simplicity matches your shipping requirements.

Role Description

This is a full-time on-site role for a Cargo Customer Service Representative located in Johannesburg. The Cargo Customer Service Representative will be responsible for providing customer service and support, ensuring customer satisfaction, and improving the overall customer experience. Daily tasks include responding to customer inquiries, tracking shipments, resolving issues and complaints, and updating customers on delivery statuses. To provide on a day-to-day basis a high-quality commercial distribution channel between the Customer and the AF/KL/MP Cargo Organization by distributing products and services of AF/KL/MP Cargo in line with the companies' commercial processes and guidelines. Customer Service translates the request of customers in an order to be processed by operations within commercial boundaries set by Sales and Pricing Revenue Management Teams Optimize and actively contribute to our customer value and maximize customer satisfaction (NPS) by delivering service excellence by professional, reliable and relevant service. Directly contribute to revenue increase and profitability of AF-KL-MP Cargo through effective proposition and negotiation of price levels for ad hoc quotes. Optimization of flights, revenues by initiating and coordinating hunting activities. Ensure all bookings are in line with Compliance instructions & applicable regulations. To provide administration and back-office services on a local level, in line with functional requirements of the AFKLMP Cargo organization

Qualifications

• Excellent Air Cargo operations and logistics knowledge, solid and proven is essential.
• Solid and Proven knowledge of Customer Service - Minimum 3 Years is essential.
• Tertiary Qualification - Bachelor's Degree in the fields of Cargo/Aviation and Airline qualifications or equivalent work experience is advantageous.
• Excellent customer service skills, including the ability to communicate effectively and professionally with customers locally and internationally.
• Ability to speak fluent French and/or Dutch is advantageous.
• Strong attention to detail and ability to multitask in a fast-paced freight services environment.
• Excellent problem-solving and critical thinking skills
• Proficient in Microsoft Office and relevant computer systems.

Key Responsibilities

Pre-Sales (information distribution)

Provide information to customers with regard to general AF-KL-MP offer, either proactively or upon request, Handle incoming phone calls, emails or digital requests

Actively promote e-channels and e-services. Guide & support customers in their online journey

Execute and promote campaigns based on marketing guidelines and within ESAIO commercial strategy

Proactively collect and share market intelligence Proactively inform customers about available capacity, rates, other charges, promotions set by Sales as well as network information

Commercial Activities, Market support + Communication

Regular contact with ESAIO Commercial teams and Pricing Revenue Management in order to analyse market conditions and contribute to actions to optimize capacity & revenues.

Develop + manage effective relationships with customers in order to safeguard optimal contribution to commercial results, Perform hunting activities in order to optimize flights or when last minute action is required in case of cancellations or underperformance of BSAs/contracts

Administration and CSO tasks

Deliver last commercial order reflecting customer’s request and within the commercial and operational guidelines of AF-KL-MP Cargo. Take, make and process pre and new bookings in BFE. Confirm, modify and cancel bookings according to agreed procedures and guidelines.

In case the original customer request is not possible, offer alternatives and upsell based on the guidelines provided by Pricing function. Pro-actively (re-)confirm bookings obtaining weight/volumes from customers before receiving the shipments, enabling operations to plan on actual details and improve booking reliability. Pro-active follow and up in case of late shows, no shows and low shows in line with the

ESAIO Commercial Policy.

Ensure shipments have a confirmed status on all flight sectors before acceptance / departure.

Take all applicable actions required prior to accommodate the shipment;

Organize OK to FWD procedure. Liaise with CSO at destination to ensure all preparations are made to accommodate shipment. Instruct local operations on actions for special shipments and/ or customers when needed. Compliance checks in line with company policy

Consult MyGuide for booking process and procedures

Build & maintain customer intimacy / relationships

Track and Trace – provide information on status of a shipment when required or requested.

Actively promote MyCargo. Initiate tracing actions in case of missing cargo (inbound shipments)

Liaise with Service Desk via webform in case of irregularities or need for further information regarding the status of a shipment. Customer maintenance - help maintain the customer database in concert with Sales

Execute general office activities according to agreed procedures and guidelines:

Distribute AWB stock

Facilitate AWB control process - scanning green copies of AWBs to specified RIC team (if applicable), ensuring correct rate processed at time of booking. Actively contribute to quality of data (FWB) by raising awareness with customers

Dispute handling:

Register and handle rate disputes within provided mandate (RCR)

Redirect financial claims to relevant Claims Department

Handle and follow up on quality complaints with improvement actions or escalations if needed

Monitor OurCargo and proactively inform customers of discrepancies and communicate repair action

Create CCA request when customer requests changing in booking characteristics

Safety & Security Compliance – SMS Processes

Safety Culture : Respect Executive Committee Commitment: ‘a fundamental challenge which is not in conflict with operational, commercial or financial objectives.

Ease the operation of network flight safety and report any item related directly or indirectly to flight safety

Risk Management : Ensure the conformity of the delivered products and services and contribute to case feedback. Take part in SMS instances / initiatives upon request and achieve prevention plan within domain

Implement security checks during booking process to ensure that appropriate questions are asked and verification made on shipper, commodity identify/description. Identify and report any security and safety risks associated with the daily operations of the organisations

Facilitate the functioning of the Flight’s security network

Air France KLM is an equal opportunity employer and our approved employment equity plan and targets will be considered as part of the recruitment process aligned to our Diversity, Equity and Inclusion strategy. We welcome candidates from all backgrounds, identities and experiences to apply. At Air France KLM, Diversity, Equity and Inclusion are core to who we are, and we are committed to creating a workplace where everyone can thrive.

Kindly consider your application as unsuccessful should you not receive a response from us within 14 days.