Sale and Customers Service Assistant Manager - HAN Station

We are looking for a proactive, customer-focused, and experienced Sales & Customer Service Assistant Manager to join our Air Cargo team at Hanoi Office (36 Hoang Cau, O Cho Dua Ward, Hanoi, Vietnam).

The successful candidate will support the Customer Service Manager in overseeing daily customer service operations, ensuring excellent service delivery to the freight forwarders, and logistics partners. This role requires strong leadership, operational knowledge, problem-solving abilities, and the ability to work effectively in a fast-paced air cargo environment. And also work in the weekend when required.

Key Responsibilities

Sales:

1. Sales Strategy & Business Development

1. Develop and implement cargo sales strategies to achieve monthly and annual revenue and tonnage targets.
2. Identify new business opportunities, potential customers, and untapped market segments.
3. Expand the customer portfolio and strengthen relationships with existing key accounts.
4. Drive business growth across airline products, routes, and destinations.

2. Revenue & Yield Management

1. Monitor daily sales performance, cargo bookings, revenue, tonnage, and yield.
2. Ensure competitive pricing while maximizing revenue and profitability.
3. Coordinate with airline representatives and internal pricing teams on rate negotiations and market opportunities.
4. Monitor market trends, competitors' rates, capacity changes, and customer demand.

3. Key Account Management

1. Maintain strong relationships with major freight forwarders, logistics companies, and strategic customers.
2. Lead negotiations with key accounts and secure long-term business commitments.
3. Ensure customer satisfaction and proactively resolve commercial issues.
4. Develop strategic partnerships to increase market share and customer loyalty.

4. Sales Team Management

1. Supervise, coach, and motivate the cargo sales team to achieve individual and departmental targets.
2. Allocate sales responsibilities, monitor performance, and ensure effective customer coverage.
3. Conduct regular sales meetings and provide guidance on business development and negotiation.
4. Identify training needs and develop team capabilities.

5. Airline & Internal Coordination

1. Coordinate closely with airline management, operations, customer service, and pricing departments.
2. Ensure effective utilization of available cargo capacity and maximize flight load factors.
3. Support airline sales campaigns, new route development, and product launches.
4. Ensure compliance with airline agreements, sales policies, and commercial procedures.

6. Market Intelligence & Reporting

1. Prepare regular sales reports, forecasts, and business performance analyses.
2. Monitor competitors, market developments, industry trends, and customer activities.
3. Provide management with recommendations to improve revenue, market share, and profitability.
4. Track sales KPIs and take corrective actions when targets are not achieved.

7. Business Development & New Opportunities

1. Identify opportunities for charter business, block space agreements (BSA), and strategic cargo partnerships.
2. Develop new business from existing and potential customers.
3. Explore opportunities in different cargo segments, including general cargo, perishables, pharmaceuticals, dangerous goods, and e-commerce.
4. Support tender submissions, RFPs, and major customer negotiations.

8. Credit Control & Commercial Compliance

1. Coordinate with finance to monitor customer credit exposure and outstanding payments.
2. Ensure customers comply with agreed commercial terms, payment conditions, and contractual commitments.
3. Support KYC procedures and internal compliance requirements.

 Customer Service Management:

1.Customers service activity

1. Assist in managing and supervising the daily activities of the Customer Service team.
2. Ensure timely and professional responses to customer inquiries, requests, and complaints.
3. Maintain strong relationships with freight forwarders, agents, and business partners.
4. Ensure customer satisfaction through effective communication and service follow-up.

2. Air Cargo Operations Coordination

1. Coordinate closely with airline operations, sales, airport handling agents, and other internal departments.
2. Monitor cargo bookings, shipment status, flight schedules, cargo acceptance, and delivery updates.
3. Ensure accurate and timely communication regarding flight disruptions, capacity changes, delays, and operational issues.
4. Support the resolution of shipment discrepancies, offloads, short shipments, and other operational challenges.

3. Team Supervision & Development

1. Support the Customer Service Manager in supervising, coaching, and developing team members.
2. Monitor staff performance, productivity, attendance, and service quality.
3. Ensure proper shift arrangements and adequate operational coverage.
4. Promote teamwork, accountability, and a customer-oriented working culture.

4. Service Quality & Reporting

1. Monitor customer service performance and ensure compliance with company and airline procedures.
2. Handle escalated customer complaints and provide effective solutions.
3. Prepare regular operational and customer service performance reports.
4. Identify opportunities to improve service standards, processes, and operational efficiency.

• Cấp bậc: Có kinh nghiệm • Loại công việc: Toàn thời gian