Department:Cargo Provo & GSE
Job Description:The Manager Cargo Customer Service coordinates all air cargo activities across their base station in Phoenix (PHX) and assigned regional territory to support a safe, efficient, and on-time operation. They'll Lead Cargo Employees, ensuring strong Customer Service and alignment with the objectives of Cargo Management and Ground Operations. This role partners closely with station Teams and stakeholders to maintain operational performance and deliver a positive experience for Customers relying on Southwest's cargo network. The Manager Cargo Customer Service is a strong communicator who drives accountability, supports Team success, and makes a meaningful impact on the movement of cargo across our network.
Additional details:
- A role that supports all hours of the Southwest Operation, including early mornings, late evenings, weekends, and holidays.
- U.S. citizenship or current authorization to work in the U.S. is required, and no current or future work authorization sponsorship available.
Model the Southwest Way:
- Guide and lead team members using SWA talent management practices to coach, develop, and engage employees
- Adhere to Company values and competencies to foster a culture of inclusion, recognition, and support of a safe work environment
- Invest in leadership and self-growth through participating in continuous learning and development
Responsibilities
- Develop and maintain constructive working relationships with local management at each of the stations within their assigned region
- Interact with all departments to promote consistent application of established cargo policies and procedures
- Maintain a thorough and current understanding of all TSA security regulations relating to Cargo as well as SWA Cargo policies and procedures and ensure compliance
- Maintain productive working relationships with Station Leadership, the TWU 555, cargo sales, vendors, and other departments to ensure operational excellence
- Respond to Customer questions, requests, or complaints
- Assist Cargo Management with cargo facility refurbishment, expansion, and relocation projects
- Champion the responses to all Internal and External Customer irregularities received at that location, including interfacing with Customers as needed
- Meet or exceed performance goals through effective decisions
- Provide attention and assistance to all SWA Cargo Customers and Internal Customers
- Understand and be compliant with International Operations
- Provide oversight and support for multiple vendor partners, Employees, and stations
- May perform other job duties as directed by Employee's Leaders
Knowledge, Skills, and Abilities
- Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources
- Knowledge of principles and processes for providing Customer and personal services, including Customer needs assessment, meeting quality standards for services, and evaluation of Customer satisfaction
- Knowledge of principles and methods for moving people or goods by air, rail, sea, or road, including the relative costs and benefits
- Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology
- Skilled in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
- Skilled in understanding the implications of new information for both current and future problem-solving and decision-making
- Skilled in considering the relative costs and benefits of potential actions to choose the most appropriate one
- Ability to tell when something is wrong or is likely to go wrong, which does not involve solving the problem, only recognizing there is a problem
- Ability to apply general rules to specific problems to produce answers that make sense
Education
- Required: High School Diploma or GED
Experience
- Demonstrated experience in directly or indirectly leading team(s)
- Fully functioning, broad knowledge in Ground Operations Ramp and Cargo operations
Licensing/Certification
Physical Abilities
- Ability to perform work duties from [limited space workstation/desk/office area] for extended periods of time
- Ability to communicate and interact with others in the English language to meet the demands of the job
- Ability to use a computer and other office productivity tools with sufficient speed and accuracy to meet the demands of the job
Other Qualifications
- Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines
- Must be a U.S. citizen or have authorization to work in the United States as defined by the Immigration Reform Act of 1986
- Must be at least 18 years of age
- Must be able to comply with Company attendance standards as described in established guidelines
Pay & Benefits:
Competitive market salary from $114,200 per year to $126,900 per year* depending on qualifications and experience. For eligible Leadership and individual contributor roles, additional bonus opportunities are available and awarded at the discretion of the Company.
Benefits you'll love:
- Fly for free, as a privilege, on any open seat on all Southwest flights (your eligible dependents too)
- Southwest will help fund your Retirement Savings Plan, which includes a dollar for-dollar 401(k) Company match contribution of up to 9.3% of your eligible earnings**
- Potential for annual profit-sharing contribution in the Southwest Retirement Savings Plan-when Southwest profits, you profit***
- Competitive health insurance for you and your eligible dependents
- Southwest offers health plan coverage options that start from the very first day of employment. You'll have 30 days to select and enroll in your health plan, and coverage will be retroactively available to your first day of employment.
- Explore more benefits you'll love: https://careers.southwestair.com/benefits
*Pay amount doesn't guarantee employment for any particular period.
**401(k) Company match contributions are subject to the plan's vesting schedule. Match contributions may vary based on the position.
*** Profit-sharing contributions are subject to the Retirement Savings Plan vesting schedule and are made at the discretion of the Company.
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