Job Description

UNITED KINGDOM, LONDON

CARGO COMMERCIAL

28-APR-2025

REF #: 28259

LINKEDIN TAG: #LI-BM4

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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 liaison with outside sales peers to gain insight of new
opportunities and will actively engage with customers to convert insights to bookings, while
tracking results in Salesforce.com and booking tools. The analyst has an up-sell minded approach to booking inquiries, leveraging knowledge of booking window demand trends and proximity with pricing analysts to optimize revenue streams, customer and product diversification. The analyst assists in maintaining the rate master file and proactively tracks and adjusts the billing discrepancy report. The analyst possesses solid understanding of
flight capacities and seeks to understand inventory optimization relative to flight performance restrictions.

Summary of responsibilities (not comprehensive of all tasks):

To be responsible for the end-to-end booking management from point of reservation through to delivery while actively engaging in email and phone conversations seeking to maximize flight revenues and load factors while minimizing service failures. To

create and amend all cargo reservations for the ex. UK Delta network and provide flight control and service recovery guidance to operations teams. Through customer calls and emails, be the ambassador for Delta product ensuring all reservations are completed within set SLA's, capacity acceptance rules and all reservation data is
captured accurately. Where necessary follow up on all permanent bookings to ensure the blocked space is utilized or, released back for free-sale. To ensure upon request the customer is fully updated of post flight amendments.To respond to all enquiries for price requests for all shipments and upsell to premium products on high demand routes. Agree prioritization best practice with key stakeholders, then through post operation
analysis, through review of the booking list ensure cargo flight plans are produced on time and to agreed standards, in order to minimize the commercial impact of offloads and to maximize uplift.To respond to requests for tracking information, including pro-active notification of issues to key customers. Respond with integrity with Delta's brand values at the heart of everything, providing
resolution to customer complaints or service failures, ensuring they are escalated where appropriate. Provide handling reports as requested by the customer.Respond to billing queries ensuring the required action is taken in a timely manner. Include query details on weekly Billing Discrepancy Report. Escalate customer dissatisfaction to raise and ensure awareness. Help maintain contract rate master file Share checking of WebVISion AWB records against post-flight messaging to ensure billing accuracy across each consignment and flight Respond to CASS queries via portal. Escalate & report.

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WHAT YOU NEED TO SUCCEED (MINIMUM QUALIFICATIONS)

Minimum two years of Sales experience Outstanding customer service skills with proven customer service experience Excellent PC and numerical skills (including good Excel and Word) Confidence in decision making and able to defend those decisions at all levels Ability to prioritize own workload against tight deadlines A team player who has strong attention to detail Willingness to learn, respond and adapt to feedback Excellent communication skills and ability to influence and upsell where necessary at all levels Experience of Delta's WebVISion product is an advantage Comprehensive understanding the cargo commercial arena Knowledge of the operational challenges of air cargo Process improvement and quality control Knowledge of Salesforce and Aspect telephony an advantage Sound commercial awareness Must have a demonstrated problem solving, organizational, analytical, and decision-making skills
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WHAT WILL GIVE YOU A COMPETITIVE EDGE (PREFERRED QUALIFICATIONS)

* Extensive knowledge of the Air Cargo and/or Freight Forwarding industry