26 days old

Agent, Cargo Sales - United Kingdom LHR

American Airlines
London, England

Location: Cargo - London Heathrow Airport

Level:      42/Non-Management

Hours:     Full Time


 Please ensure you have the right to live and work in the UK


Role Summary

Provide customer service support for all Cargo customers


Key Responsibilities and Accountabilities

- 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, email and telex 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



- 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 & counselling 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


- 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

Core Competencies

Health and Safety - The post holder will be responsible for being up to date with and ensuring that Health & Safety policies and procedures are adhered to at all times and ensure any accidents, incidents and non-compliance issues are dealt with appropriately.

Customer Focus - The post holder will need to demonstrate their commitment to delivering outstanding external and internal customer service by ensuring all customer service issues are resolved at the earliest opportunity and dealt with in an appropriate manner. 

Technical knowledge, Application and Skills - The post holder must demonstrate competence in all areas of the Department, produce accurate, thorough and professional work, including administrative work, even when under pressure and effectively manage workload in normal and difficult circumstances.

Problem Solving and Decision Making - The post holder must be decisive, appropriately apply policies and use judgment to identify exceptions. The post holder must take sound, well-informed and timely decisions considering implications from a company and individual perspective.

Teamwork, Collaboration and Respect - The post holder must respectfully and appropriately cooperate with their team, other departments and external contacts and effectively deal with conflicts.  The post holder should be aware of how their own role impacts others and actively support the team effort and share learning and knowledge with others

Accountability - The post holder should demonstrate commitment to the job, to the company and be able to assume responsibility without instruction.  The post holder should be proactive in providing, seeking and acting on feedback to improve personal performance and the performance of their team.

Communication - The post holder should be able to communicate effectively, professionally and appropriately at all times.

Please note this application closes on 8th June 2018


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Agent, Cargo Sales - United Kingdom LHR

American Airlines
London, England

Share this job

Agent, Cargo Sales - United Kingdom LHR

American Airlines
London, England

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