1+ months

Customer Service Manager, Cargo Services

American Airlines
Los Angeles, CA

Location: Los Angeles Apt, Terminal 1 (LAX-TRM1) 
Additional Locations: None
Requisition ID: 19461 


Join us for a career with endless possibilities.

Looking for a job where a passion for innovation, a culture of teamwork, and opportunities for growth are valued and rewarded? You’ve come to the right place.


You don’t have to be an airline aficionado to join American Airlines. It takes more than cool planes to keep us ahead of the curve, and thanks to our team of behind the scenes professionals, we do just that. As the largest airline in the world, American Airlines is in the business of serving the global travel needs of our customers. At the core of the Company is our commitment to each customer and each employee. We are dedicated to developing and delivering what our customers value and are willing to pay for. Customer-centric planning, innovative marketing, and an exceptional customer experience are supported by a cadre of talented people.


What does it take to join us? We’re glad you asked! We expect exceptional skills in your discipline and a dedication to being the best as we relentlessly pursue our goal of being not just the largest airline in the world, but also the best airline in the world.


Fortunately, we’re building on almost a century of innovation and firsts in our industry – and we plan to continue that tradition of excellence.

About The Job

This job is a member of the Cargo Services Team within the SVP International & Cargo Division. This position will be responsible for leading and guiding American Airlines employees to provide the most professional customer service in the industry in day to day cargo operations. Customer Service Managers are the closest to our customers and our employees. This role is therefore pivotal in the interrelationships between the traveling public and our company as well as the growth and development of our front-line employees.


Specifically, you’ll do the following:

  • Supports station management in leading airport personnel to provide superior customer service experience
  • Supervises employees who scan, transport, and sort mail, and who load and unload mail to and from ground equipment and aircraft
  • Leads and directs airport personnel to perform their work in a safe and efficient manner in compliance with Federal, State and Local regulations including DOT, FAA, and other government agencies
  • Establishes and maintains effective relationships with external and internal customers that foster compassion, authenticity, integrity, respect and dignity
  • Provides direction and appropriate support structure using effective resources to enable the team to deliver high performance
  • Promotes a professional culture that is both socially responsible and ethical


Required Qualifications

  • High School diploma or GED equivalency


Preferred Qualifications

  • Previous airport customer service experience in leading a team with union/non-union workgroups, previous cargo experience, previous experience adhering to compliance standards in heavily regulated environments, and/or previous vendor management experience
  • Ability to work independently with minimal supervision as well as function effectively as a member of a team
  • Ability to make decisions and work under demanding operational conditions in a stressful environment
  • Knowledge and understanding of company policies and functional automation applications
  • Ability to work extra hours when there are operational needs
  • Ability to work rotating shifts including weekends, holidays and days off
  • Willing to produce current and unexpired Driver’s License
  • Willing to take pre-employment drug screening test
  • Willing to undergo comprehensive background and/or fingerprint checks to satisfy security requirements, if applicable
  • Ability to demonstrate strong customer service and communication skills with the ability to interact effectively with all levels throughout the organization
  • Must be able to obtain USPS clearance, which includes cleared drug screen, criminal history, fingerprinting and a 5-year US residency requirement

Additional Locations: None
Requisition ID: 19461 


Posted: 2018-06-08 Expires: 2018-11-03

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Customer Service Manager, Cargo Services

American Airlines
Los Angeles, CA

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