Customer Success Coordinator - Dorval, Canada - Unilode
4 weeks ago
Description
ABOUT UNILODE
POSITION OVERVIEW
The Customer Success Coordinator focuses on developing and maintaining operational customer and stakeholder relationships. Providing clarity and guidance on ULD practices & procedures. Enabling and empowering stakeholders to follow ULD best practices. Enforcing ULD requirements and ensuring contractual obligations are met. Realizing smooth and efficient day-to-day ULD operations for their assigned customer. This individual will show transformational leadership and
act as a true Unilode ambassador.
GENERAL RESPONSIBILITIES
The key accountabilities are, but not limited to:
- Create and maintain a local Customer and Stakeholder Portfolio
- Use the KPI dashboard to keep track, manage and drive performances
- Act as the ULD Subject matter expert for their assigned customer
- Work with the GHA of their assigned customer to ensure ULD requirements are understood
- Enforce compliances of ULD requirements (storage, handling, nets, messaging, damage reporting, incident reporting)
- Support with local coordination and escalation of disposition requests
- Conduct training and awareness sessions for GHA staff on ULD requirements
- Conduct spotchecks and audits per matrix and followup on findings
- Collect evidence of DAM/UNR/LOST, identify root causes, share insights with CSM and local stakeholders to formulate solutions
- Liaise with local MRO to optimize the collection and return of ULDs requiring repair
- Coordinate leased and interline ULD extraction
- Conduct airport sweeps, produce sweep reports and followup on findings
- Support and maintain local airport reader infrastructure of digital ULD track & trace
- Meet with local stakeholders on a regular basis to discuss operational topics
- Establish effective relationships with GHAs and other key stakeholders in the "on the ground" ULD supply chain
- Participate in local Airport Safety committees to have a voice in ULD storage, handling and best practices
- Support implementation of new ULD Management customers
- Additional duties as assigned
QUALIFICATIONS
- Minimum of 3 years in Airport Operations, Ground Handling or ULD Management with a proven track record of success
- Experience working with 3rd parties
- Solid understanding of ULD operations or similar
- Must pass a security background screening and able to obtain an airport badge
- Tertiary studies in Business, Logistics or Aviation Management (desirable)
SKILLS AND KNOWLEDGE
- Demonstrated success in a high pressure, dynamic, fastpaced environment
- Proven ability to develop and maintain strong internal and external relationships
- Proven ability to work independently, own and drive own agenda and achieve significant operational improvements with limited supervision
- Able to listen, understand and make confident decisions based on facts and role responsibility
- Analytical and able to organize, prioritize and communicate effectively both verbally and in writing
- Able to anticipate and handle objections and problems with empathy, taking ownership and investing in a winning solution for the customer and company
- Open to travel
More jobs from Unilode
-
Customer Success Coordinator
Dorval, Canada - 1 week ago
-
Customer Success Manager
Dorval, Canada - 4 weeks ago
-
Customer Success Coordinator
Dorval, Canada - 1 day ago