Customer Success Coordinator
il y a 2 semaines
**ABOUT UNILODE**
**Position Overview**:
The Customer Success Coordinator represents Unilode Aviation Solutions in Luxembourg and maintains good operational customer and stakeholder’s relationships in Luxembourg, Europe and where required globally. The main responsibilities include but are not limited to: ensuring efficient day to day air cargo, ground handling, logistics and ULD operations on behalf of a major freighter customer.
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General Responsibilities: *
- Oversee local/regional ULD operations on behalf of our freighter customer.
- Collaborate with the Global Operations Control Center (GOCC) in executing ULD disposition requests.
- Coordinate stock transfers and plan ad hoc & medium term ULD requirements. Closely monitor daily stock vs targets, disposition metrics into wider network and proactive 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 the 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 sea freight.
- Minimize ULD 3rd party leasing requirements by ensure proactive returns and timely escalations to customer. In the event leasing is required, ensure approval from customer is received.
- Manage accessories and special ULDs on behalf of customer.
- Track customer network KPIs (e.g. damages, repair ratios, unreported, lost, on loan, station surplus and deficits, dispo. compliance, messaging quality, etc.) and work with Customer Success Management, customer teams and GHAs to improve overall customer performance and ULD utilization in customer network.
- Build strong relationships with customer operational team, GHA representatives, local trucking providers, etc.
- Proactively address customer and GHA non-compliance effectively with the relevant parties in the customer’s organization.
- Additional duties as assigned.
**Qualifications and Experience**
- High School Diploma required; College degree preferred.
- 5+ years’ experience in the aviation industry.
- 2+ years’ experience in air cargo and/or ground handling operations.
- Solid Knowledge of ULD operations, ULD IATA messaging standards, ULD planning, dispositioning and handling.
- Demonstrated ability to drive operational improvements/results and implement best practices on a continuous basis.
**Languages**
- Required: English & French
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