Location: London Heathrow Apt Cargo (LHR-CRGO)  
Requisition ID: 71863 

Please note that in order to apply, you will need to have the legal right to work and live in United Kingdom. 

Intro

Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!

Why you'll love this job

Provide customer service support for all Cargo customers.

What you'll do

• Analyzing cargo booking requests for highest revenue potential using a range of tools, responding to customer queries, complaints, capacity requests on the phone and offering advice (written & verbal) on the carriage of all potential shipments including Dangerous Goods (training required), Live Animals, Express products, temperature controlled shipments (training required) and Human Remains
• Negotiating rates within a given range and criteria with customers via telephone and email and subsequently booking the business on appropriate flights according to flight regulations and restrictions after assessing the capacity situation and balancing with current demand
• Provides excellent customer service to ensure that capacity is optimized on each flight
• To proactively provide flight information and follow up to all customers 
• To liaise with trucking companies to ensure domestic network compliments customer needs
• Handle and issue CCA’s and deal appropriately with customer complaints
• Liaising between departments (Outside Sales, Operations, GSAs, Interline, Handling Companies and Service providers) and overseeing Interline operation with close communication
• To deal with interline requests and provide follow up for customers (other airlines)
• To Interface with other AA stations and various G.S.A’s, as well as with local and U.S. operations employees where necessary to provide enhanced customer service

General:

• Take reasonable care of the health and safety of self, as well as the safety of others who may be affected by his/her acts or omissions. To co-operate with AA as far as is necessary to enable AA to comply with all relevant statutory provisions. To immediately report serious risks or concerns over safety issues
• Comply with the AA Rules of Conduct Europe & Pacific and work within the context of all company’s policies & procedures
• Maintain a standard of dress code that is appropriate to the role and in accordance with the company’s uniform/dress policy
• Be aware of and sensitive to differences and work in a way consistent with the principles of equal opportunities and anti-discriminatory practice
• To maintain and respect confidentiality at all times and to ensure adherence to the company’s Non- Disclosure & Confidentiality Policy 
• Actively participate in regular coaching & counseling meetings, performance reviews and development meetings
• Undertake appropriate training as agreed with their manager and to take responsibility for self-development
• Undertake any other duties which are consistent with the position. This job description is intended as a guide to the main responsibilities of the position and not an exhaustive list of duties and tasks
• Work in any other AA location as and when necessary and if applicable to the position

This job description is subject to periodic review and it is expected the employee will contribute to the continued development of the role and work flexibly in response to the changing business needs and operational requirements. 

All you'll need for success

• Needs to be customer-orientated and prioritize work accordingly
• Must have relevant experience within Cargo division 
• Appreciation of the need to provide high quality customer service and a proven track record
• Must be well organized and methodical
• The position requires initiative and high flexibility
• Good knowledge and understanding of the airfreight industry  
• Needs to be friendly and sociable and have track record of building customer relationships
• Must be able to communicate well and effectively in both spoken and written English and the local language (if applicable) all levels within the organization as well as building relationships with customers

Feel free to be yourself at American

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.

Requisition ID: 71863 

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