Customer Relations and Tracing Manager, dnata Cargo

dnata; Dubai; On-site; AED 300,000 - 540,000; Full time

Job summary

dnata Cargo is seeking a seasoned Customer Relations and Tracing Manager to lead the customer relations, tracing activities, and claims handling across its cargo operations. You will partner with principals, cargo communities, and customers to enhance service quality and compliance.

In this role, you will drive improvements in complaints handling, online support, and safety compliance while mentoring a team to deliver superior service aligned with dnata's standards and strategic goals.

Qualifications

• Bachelor degree in Commerce, Business Management or Supply Chain management.
• 8-10 years in ground handling / cargo operations with 2+ years in CRM.
• Proficient knowledge in ground handling and dangerous goods acceptance and IATA rules.
• Familiarity with airline policies and procedures.

Responsibilities

• Develop the division's plan for customer complaints, surveys, and service recovery.
• Maintain and improve the Customer Call Centre for online support.
• Enhance quality systems for customer feedback and surveys.
• Ensure safety briefs are conducted and promote safe behaviours.
• Ensure compliance with safety policies and environmental responsibilities.
• Lead tracing and processing claims for mishandling per policies.
• Review cargo complaints and provide improvement recommendations.
• Build relationships with principals and cargo trade to grow clients.
• Analyze results to improve quality and meet service targets.

Skills

CRM experience

Stakeholder management

IT literacy

Safety awareness

Education

Bachelor's degree in Commerce

Bachelor's degree in Supply Chain Management

Job description

Job Purpose

dnata is more than a global air and travel services provider. We connect people with possibilities and opportunities across 130+ airports in 34 countries through ground handling, cargo, travel, and catering & retail services. Our purpose is clear: to deliver on the promises our customers make. We are powered by a bold vision to be the world's most admired air and travel services provider, which guides our strategy, culture, and every role across our teams. Our core values fuel everything we do: we are safe, we play to win, we respect everyone and work together as a team, and we are future thinking. At dnata, we foster diversity, nurture ambition, and celebrate achievement. If you're inspired by purpose and motivated to be part of a global team shaping the future of aviation and travel, we'd love to have you onboard.

As a Customer Relations and Tracing Manager, your role is to manage and improve dnata Cargo Customer Relations and Tracing activities to establish and improve the relationships with principals, cargo communities and customers.

In This Role, You Will

• Develop the division's plan to include customer complaints, surveys, service recovery and improvement to improve accuracy, processes and service levels in line with Cargo's overall objectives.
• Develop and continue to improve the `Customer Call Centre' to provide on-line support to the division's customers on all the services and queries.
• Develop and continue to enhance the division's initiatives in Quality Systems on customer complaints and surveys to establish and enhance the TQM culture in the division.
• Ensure that safety briefings are conducted regularly while intervening when there is risk exposure, role model safe behaviours and follows up on corrective actions.
• Ensure compliance to all relevant safety policies, procedures and controls across the operation to maintain employee safety, legislative compliance and a responsible environmental attitude.
• Ensure safety of staff and that they possess the skills, knowledge and confidence to work safely by providing support and acting as role model for the desired safe behaviours.
• Ensure implementation of any changes and new recommendations on SLAs across dnata Cargo.
• Ensure that day of operation reports are prepared timely and accurately.
• Manage effective achievement of departmental objectives by setting individual objectives, managing performance, developing and motivating staff, provision of formal and informal feedback and appraisal, in order to maximise performance.
• Lead Cargo customer related systems and activities for tracing and processing claims for mishandling in line with ground handling agreements and company policies to meet customers' requirements.
• Follow up and review all complaints received from cargo agents and private companies and provides recommendations on how to improve the services provided.
• Manages claim escalations and ensures continuous communication with Senior Management to agree on recommendations to avoid repeat discrepancies which result in claims being levied on dnata Cargo
• Builds and maintains relationships with principals and Cargo Trade to understand their requirements, enhance the number of clients and achieve optimum satisfaction
• Reviews and analyses the results achieved to control the quality improvement offered to exceed service targets and work towards accommodating customer requirements/requests

Qualification

To be considered for this role you must meet the following requirements:

• Bachelor Degree in Commerce, Business Management or Supply Chain management.
• 8-10 years of experience in ground handling / cargo operations / international integrator including at least 2 years' experience in a Customer Relationship Management
• Proficient knowledge in ground handling and dangerous goods acceptance, special load handling, Airline Cargo Tariff Air Transport Rules and Regulations
• Proficient knowledge in IATA regulations, airline policies and procedures.

You'll Have An Edge If You Have

• Proficient knowledge in Customer SLAs and policies (dnata, Emirates and dnata Cargo)
• Proficient Budget and Cost Control Skills
• Advanced IT and Computer Literacy
• Advanced Safety Awareness Skills