22 days old

Coordinator, Cargo Gateway Customer Service

American Airlines
Miami, FL 33128

Location: Miami Intl Apt (MIA-TRML) 
Additional Locations: None
Requisition ID: 42537 


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

This job is a member of the Cargo Customer Experience Team within the Airport Operations and Cargo Division. Responsible for leading the local search effort to resolve discrepancies with cargo shipments.

What you'll do

  • Coordinates the return of salvage shipments and executes salvage procedures
  • Oversees the allocated vendor trace resources and provides direction and support
  • Reconciles daily cargo inventories to ensure that shipments are rebooked and in the appropriate locations
  • Conducts investigations to identify root causes for damage and works with local station management to address chronic issues
  • Identifies and communicates potential operational issues and leads the effort to prevent or resolve damage, discrepancies or mishandling of cargo
  • Interfaces with customers and uses deductive logic to increase chances of a successful outcome
  • Works with the operational service recovery teams in order to create and execute on service recovery plans
  • Acts as the point of escalation for cargo customers, effectively de-escalating issues to minimize brand impact
  • Collaborates with the Claims and Customer Relations team, as needed, to address concerns in a timely manner
  • Communicates to cargo leadership on sensitive service recovery matters

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

  • High School Diploma or GED equivalency
  • 3-4 years of related job experience
  • Must fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA)
  • Must be able to secure appropriate airport authority and/or US Customs security badges

Preferred Qualifications- Education & Prior Job Experience

  • 1-2 years experience in the air cargo industry
  • Relevant leadership experience

Skills, Licenses & Certifications

  • Strong multi-tasking, prioritization and organization skills
  • Ability to provide superior quality customer service with maximum emphasis on problem resolution
  • Keen attention to detail, solid analytical skills and demonstrates sound business judgment
  • Ability to be a part of a team with a positive, can-do attitude and projects a positive outlook
  • Ability to consistently perform and delivers great results
  • Ability to learn quickly and is adaptable in a changing business environment
  • Knowledge of American Airlines Cargo products and understanding of the cargo industry is highly desired
  • Knowledge of Cargo Terminal Operations, Cargo Sales or Cargo Reservations experience
  • Knowledge of SABRE FRT/DECS system

What you'll get

Feel free to take advantage of all that American Airlines has to offer: 

  • Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
  • Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more. 
  • Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.
  • 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
  • Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more

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.

Additional Locations: None
Requisition ID: 42537 


Posted: 2021-05-29 Expires: 2021-06-28
Sponsored by:
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Coordinator, Cargo Gateway Customer Service

American Airlines
Miami, FL 33128

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