Job Title: Customer Service Rep

Department: Ground Services

Reports To: Manager, Ground Services

POSITION PURPOSE:

This position interacts with customers and vendors in a courteous, efficient, friendly and professional manner. The customer service position will work a day shift; however, may occasionally be expected to work irregular shift or extended hours on weekends and holidays . This position directly reports to the Manager of Ground Services within the Operations Control Center (OCC) in Ypsilanti, MI.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Duties and responsibilities include, but are not limited to:

• Assists customers in tracing cargo via telephone and email
• Connects with the accounting department on flight or charter information that references Air Waybill numbers
• Acts as a liaison between customers and the sales team to help determine when the cargo has departed, arrived and booking
• Communicates with warehouse entities to locate and track customer’s cargo shipment prior to the flights departure and after the flights arrival
• Assists with the ground services manager and ground services assistant manager on additional special projects
• Provides support to the claims analysts by collecting of information needed for validating or refuting cargo claims
• Connects with ground services team for possible support

EDUCATION and/or EXPERIENCE:

• High school diploma or GED required. College coursework or degree is strongly preferred.
• 0-3 years’ of related customer service experience.
• General understanding or knowledge of the cargo airline industry.

LANGUAGE SKILLS

• Ability to read, write and understand spoken and written English.
• Proficient in Spanish or Mandarin strongly preferred.

TRAVEL REQUIREMENTS:

The customer service position will require occasional travel.

WORK ENVIRONMENT:

Employee will perform duties in an office environment with heating and cooling. The noise level in the work environment is usually moderate.

ACCOMMODATIONS:

If you need reasonable accommodation for the online application process due to a disability, please call (734) 544-7010. Please include your contact information and details about posted position of interest. Only inquiries regarding assistance for those who need accommodation with the online application process due to a disability will be returned.

**Must be authorized to work in the United States.