Customer Success Coordinator - Dorval, Canada - Unilode

Unilode
Unilode
Verified Company
Dorval, Canada

2 weeks ago

Sophia Lee

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Sophia Lee

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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
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