Customer Success Supervisor

About Unilode

Unilode owns and manages the world’s largest fleet of approximately 160,000 unit load devices (ULDs), for use in the aviation industry, and owns and operates the largest global network for the maintenance and repair of ULDs and inflight food service equipment. Unilode provides management, repair, short term leasing and digitalization solutions to over 90 airlines through a network of more than 550 airports, 18 regional offices and 50 certified repair stations, supported by 800+ employees. For more information visit unilode.com.

Position Overview

The Customer Success Supervisor is a senior Customer Success Coordinator and transformational leader who is responsible for realizing continuous improvements. They focus on further enhancing our customer success for the Unilode community at their assigned station(s) through taking charge, resolving issues pro-actively, anticipating challenges, influencing stakeholders (both internal and external) and initiating ideas on how to progress the overall ULD experiences at their stations. They work with the local authorities on making the airfield safer, cleaner, and more efficient.

General Responsibilities

• Create and maintain a Station Profile.
  
• Use the KPI dashboard to keep track of, manage and drive performances.
  
• Act as the ULD Subject matter expert for their assigned customer and other stakeholders.
  
• Work with the GHA of their assigned customer to ensure ULD requirements are understood.
  
• Ensure Local Operating Procedures for all Unilode Customers are established and implemented at the station/s.
  
• Enforce compliances of ULD requirements (storage, handling, nets, messaging, damage reporting, incident reporting).
  
• Support with local coordination and escalation of disposition requests.
  
• Conduct training and awareness sessions for GHA staff on ULD requirements.
  
• Conduct spot-checks and audits per matrix and follow-up on findings.
  
• Collect evidence of DAM/UNR/LOST, identify root causes, share insights with CSM and local stakeholders to formulate solutions.
  
• Liaise with local MRO to optimize the collection and return of ULDs requiring repair.
  
• Coordinate leased and interline ULD extraction.
  
• Conduct airport sweeps, produce sweep reports and follow-up on findings.
  
• Support and maintain local airport reader infrastructure of digital ULD track & trace.
  
• Meet with local stakeholders on a regular basis to discuss operational topics.
  
• Establish effective relationships with GHAs and other key stakeholders in the “on the ground” ULD supply chain.
  
• Participate in local Airport Safety committees to have a voice in ULD storage, handling, and best practices.
  
• Actively participate in community meetings and seek opportunities for further exposure.
  
• Support implementation of new ULD Management customers.
  
• Participate in the regional CSM call and represent their station.
  
• Built effective relationships with the authorities.
  
• Assist the CSM with some commercial discussions (i.e., CSS, CPI).
  
• Additional duties as assigned.

Qualifications

• Experienced in Airport Operations, Ground Handling or ULD Management with a proven track record of success.
  
• Experience working with 3rd parties.
  
• Solid understanding of ULD operations.
  
• Must pass a security background screening and able to obtain an airport badge.
  
• Tertiary studies in Business, Logistics or Aviation Management.
• Demonstrated success in a high pressure, dynamic, fast-paced environment.
  
• Proven ability to develop and maintain strong internal and external relationships.
  
• Proven ability to work independently, own and drive own agenda and achieve significant operational improvements with limited supervision.
  
• Able to listen, understand and make confident decisions based on facts and role responsibility.
  
• Analytical and able to organize, prioritize and communicate effectively both verbally and in writing.
  
• Able to anticipate and handle objections and problems with empathy, taking ownership and investing in a winning solution for the customer and company.
  
• Open to travel.