Customer Service, Operations & Reservations Agent

Description
Summary:
Network Aviation Group heads up a group of two dozen wholly owned and inter-related aviation businesses. Originally formed in 1985 the Network Aviation Group now spans five continents. We offer a variety of sales and services to client airlines, as well as managing a fleet of freighter aircraft on a network of scheduled routes and charters throughout the world. 
 
The Role:
The Customer Service, Operations & Reservations Agent is responsible for ensuring all booking are made accurately and in a timely manner, in accordance with customer requirements. This role is to provide competitive quotations, keep an accurate record of all quotations issued and contact potential clients for the purpose of submitting offers, negotiating, concluding and executing contracts.
 
Key Responsibilities: 

• Maintains records of all company shipments; books cargo according to client requirements and monitors shipments throughout the entire transport process;
• Identifies the most suitable road transport solutions;
• Maintains communication with road transport companies throughout the shipment process, from loading to airport delivery, in order to avoid delays;
• In the event of a road delay that may jeopardize the air cargo booking, contacts the airline to identify the best possible solution for the client and rebooks the cargo on the first available flight;
• Contact trucking providers for quotations and arrange operations with the drivers;
• Informs agents and company clients about shipment status upon request and upon arrival at destination;
• Notifies clients of any changes affecting cargo bookings;
• Is responsible for archiving transport documentation;
• Complies with occupational health and safety regulations in accordance with applicable legislation;
• Complies with the company’s Internal Regulations;
• Maintains confidentiality of all data accessed in the course of duties;
• Performs other tasks within the scope of activity as assigned by the company’s associates or authorized collaborators;
• Observes professional and civic conduct rules as required by law;
• Maintains professional secrecy and confidentiality regarding facts, information, or documents accessed in the performance of duties, except for information of public interest;
• Properly uses and safeguards the equipment and technical resources assigned;
• Fully complies with legal provisions regarding conflicts of interest and incompatibilities;
• Is responsible for all sales reporting, the reporting process, and related administrative tasks;
• Manages statistical data (number of clients, number of shipments) and prepares monthly reports in these areas;
• Maintains ongoing contact with clients to ensure a high level of customer satisfaction;
• Is responsible for resolving client claims related to sales and services;
• Monitors customer preferences to determine the direction of sales efforts;
• Represents the company at business meetings and promotes the company’s services;
• Verifies transport costs, issues invoices to clients, monitors outstanding payments, and contacts clients for debt recovery;
• Informs clients and prospective clients about the organization’s activities via email, telephone, and on-site visits;
• Analyzes competitors and identifies the strengths and weaknesses of their products;
• Prepares promotional plans for the products of the represented airlines and identifies the most effective promotional methods.

 
Experience Needed:

• Previous freight forwarding or cargo airline experience 
• High attention to detail and accuracy
• Able to adapt, be flexible and resilitent in a dynamic environment

 
Competencies/Behaviours: 
Leading Business

• Customer centric / obsessed
• Derives strategies based on client needs – internal or external – and effectively balances this with Network Aviation’s goals
• Seeks out client insights to shape strategies and solutions
• Gathers client feedback to continuously improve strategies and solutions
• Thinks strategically
• Balances short term focus with a long term perspective, supporting the driving of sustainable growth in the business
• Thinks systemically, connecting the dots across diverse aspects of the business
• Considers the implications of decisions and takes calculated risks
• Drives change and innovates
• Challenges the status quo in what is done and how to improve our client experience
• Seeks out new opportunities, embraces challenges and drives innovation with urgency
• Champions change to deliver tactically as well as strategies in the pursuit of ambitious goals
• Drives for results
• Commits to and delivers exceptional results
• Holds self and others accountable for the highest standards of delivery
• Overcomes obstacles and challenges to make a difference

 
Leading People

• Boundary-less collaboration
• Captures and shares collective experiences to improve future outcomes
• Proactively builds effective internal and external stakeholder relationships
• Drives, promotes and role models collaboration across functions and teams
• Is self-aware and listens actively to other viewpoints
• Communicates authentically, building trust and cohesion in team / with peers
• Respects and values differences and leverages different perspectives to improve business outcomes
• Empowers teams / peers with accountability
• Holds self and others to high standards of performance continuously raising the bar
• Is agile and remains curious
• Is the energy for others – focuses on what is possible; sets the pace and the bar high
• Stays curious to gather new insights, is willing to fail in the pursuit of stretch goals
• Learns from mistakes and adapts approach where appropriate.

 
Equal Opportunities:
We evaluate qualified applicants without regard to race, gender, age, disability, religion, belief, sexual orientation, marital status, or veteran status or any other status protected by law in the locations where Network Aviation or it’s associated companies operate. 
***All applicants must already have unrestricted right to work in Romania.***
 
Why should you join Network Aviation?
In this role you will be part of our international innovative team and will be given the opportunity to learn and develop. In addition, our benefits package includes:  

• Competitive salary
• 23 days paid holiday days