Customer Service Manager, Cargo Services

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!

• ​This job is a member of the Cargo Services Team within the SVP International & Cargo Division.
• ​This job is a member of the Cargo Services Team within the SVP International & Cargo Division.

• ​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

Minimum Qualifications- Education & Prior Job Experience

• ​High School diploma or GED equivalency

Preferred Qualifications- Education & Prior Job Experience

• ​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
• Familiarity with iCargo
• Familiarity with SABRE (FOS)

Skills, Licenses & Certifications

• ​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
   

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

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.