Analyst, Cargo Inside Sales and Customer Support

Delta Air Lines, Inc.; London; On-site; GBP 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a dedicated Analyst for Cargo Inside Sales and Customer Support. This role is pivotal in enhancing customer loyalty and driving revenue through effective booking management and customer engagement. You will leverage your cargo expertise to optimize flight revenues and ensure service excellence. The position requires a proactive approach to customer interactions, including upselling premium products and addressing billing queries. Join a dynamic team where your contributions will directly impact customer satisfaction and operational efficiency in a fast-paced environment.

Qualifications

• Strong cargo background to ensure revenue maximization.
• Solid understanding of flight capacities and inventory optimization.

Responsibilities

• Manage end-to-end booking processes, maximizing flight revenues.
• Respond to price requests and upsell premium products.
• Handle customer complaints and service failures with integrity.

Skills

Customer Service

Salesforce.com

Revenue Optimization

Flight Capacity Understanding

Billing Discrepancy Management

Tools

Salesforce.com

WebVISion

Job description

How you'll help us Keep Climbing (overview & key responsibilities)

The Analyst – Cargo Inside Sales and Customer Support excels at customer service and driving customer loyalty, leveraging a strong cargo background to ensure revenue and load factor maximization. The analyst will liaise with outside sales peers to gain insights into new opportunities and will actively engage with customers to convert insights into bookings, while tracking results in Salesforce.com and booking tools. The analyst adopts an up-sell approach to booking inquiries, leveraging knowledge of booking window demand trends and collaborating with pricing analysts to optimize revenue streams, customer, and product diversification. The analyst also assists in maintaining the rate master file and proactively tracks and adjusts the billing discrepancy report. A solid understanding of flight capacities and inventory optimization relative to flight performance restrictions is essential.

Summary of responsibilities (not comprehensive of all tasks):

1. Manage end-to-end booking processes from reservation to delivery, maximizing flight revenues and load factors while minimizing service failures. Create and amend cargo reservations for the UK Delta network and provide flight control and service recovery guidance to operations teams. Ensure reservations are completed within SLA, capacity acceptance rules, and accurate data capture. Follow up on bookings to utilize or release space as appropriate. Keep customers fully updated on post-flight amendments.
2. Respond to price requests and upsell premium products on high-demand routes.
3. Prioritize tasks with key stakeholders, review booking lists, and ensure cargo flight plans are produced timely to minimize offloads and maximize uplift.
4. Respond to tracking requests and proactively notify customers of issues.
5. Handle customer complaints and service failures with integrity, escalating issues when necessary. Provide resolution reports as needed.
6. Address billing queries promptly and include details in the weekly Billing Discrepancy Report.
7. Escalate customer dissatisfaction to raise awareness.
8. Maintain the contract rate master file and verify WebVISion AWB records against post-flight messaging for billing accuracy.
9. Respond to CASS portal queries and escalate/report issues.