Location: New York,NY, USA
Are you a passionate leader with a knack for elevating customer experiences? Join Swiss WorldCargo as our Customer Service Manager for the East Coast and lead a dynamic, multicultural team to deliver seamless, top-tier service across the region!
This is your chance to drive innovation, optimize processes, and make a lasting impact in the air cargo industry!
Tasks
Your main tasks include, among others:
* Customer Experience: Deliver consistent, high-quality customer service across the East Coast region
* Virtual Team Leadership: Lead a virtual competence center, ensuring workload balance and shared expertise among geographically distributed teams
* Process Optimization: Standardize customer service processes across the Americas to create a unified approach
* Performance Monitoring: Track and improve KPIs such as response times, resolution rates, and customer satisfaction
* Team Development: Mentor and train customer service agents, cultivating a customer-focused culture
* Customer Feedback: Integrate customer insights to drive continuous service improvements
* All other duties as assigned or required
Requirements
You must fulfill the following requirements:
* Bachelor's degree in Business Administration or related field
* 10+ years in air cargo or logistics, with 5+ years in leadership roles
* Proven experience managing geographically distributed teams
* Expertise in standardizing and optimizing processes across regions
* Strong leadership, communication, and problem-solving skills
* Familiarity with customer service technologies (e.g., CRM systems)
* Analytical mindset with a focus on data-driven decision-making
* CV/ Resume and Cover Letter required
* Company will provide relocation assistance
About Swiss International Air Lines AG
It's the little differences that make working at SWISS so appealing. The fact, for example, that we treat every detail with care, see quality in terms of hospitality and view nationality through an international lens. In a similar way, we see variety as richness, a job as an experience and SWISS as a world of inspiration. You, too, will be stimulated in our special working environment - one in which, wherever you are, you'll always feel: Truly SWISS .... where people matter.