JOB ADVERTISEMENT – CARGO SALES AND CUSTOMER CARE SUPERVISOR (Nationals)
JOB TITLE: Cargo Sales & Customer Care Supervisor
DEPARTMENT: Cargo Services
DUTY STATION: Kigali, Rwanda
Job Purpose
The Cargo Sales & Customer Care Supervisor is responsible for managing and supervising the day-to-day cargo sales activities. This includes building relationships with customers and partners, identifying new
sales opportunities, and ensuring customer satisfaction.
1. Key Duties and Responsibilities:
a) Team Leadership and Management:
Lead and supervise the cargo sales and customer care team, providing guidance, support, and mentorship.
Set performance expectations, establish goals, and monitor team performance to ensure
alignment with departmental objectives.
Conduct regular team meetings, coaching sessions, and performance evaluations to drive continuous improvement.
b) Sales Strategy Implementation:
Implement sales strategies and initiatives to achieve cargo revenue targets and sales
objectives.
Provide direction and support to the sales team in identifying and pursuing sales
opportunities, including new business development and account management.
Monitor sales activities, pipelines, and performance metrics to track progress and identify areas for improvement.
c) Customer Care Management:
Oversee the customer care operations, ensuring timely and effective handling of inquiries,requests, and concerns from cargo customers.
Monitor customer satisfaction levels and service quality, implementing measures to address issues and enhance the customer experience.
Establish and maintain strong relationships with key customers, addressing their needs and fostering long-term loyalty.
d) Staff Training and Development:
Develop and deliver training programs for the cargo sales and customer care team to
enhance product knowledge, sales skills, and customer service excellence.
Provide ongoing coaching and feedback to support the professional growth and
development of team members.
Identify training needs and opportunities for skill enhancement, collaborating with HR and training departments as needed.
e) Performance Analysis and Reporting:
Analyze sales performance, customer feedback, and service metrics to assess team
effectiveness and identify areas for improvement.
Prepare regular reports and dashboards summarizing key performance indicators, trends, and insights for management review on a monthly, quarterly and annual basis.
Maintain cargo sales records and filling and provide response to audit queries.
Use data-driven insights to develop action plans and strategies to optimize sales and
customer care operations.
Collaborate with other departments, such as logistics, legal ground operations, and finance, to ensure smooth cargo reports aligned with company policy.
Monitor expenses and identify opportunities for cost savings
Reconcile all cargo sales, arrival notice, payments to meet airline standards, that is matching system and physical/hard copies uplift and revenue data.
f) Process Improvement and Optimization:
Identify opportunities to streamline processes, enhance efficiency, and improve service
delivery within the cargo sales and customer care functions.
Work closely with cross-functional teams to implement process improvements, systems
enhancements, and automation solutions.
Monitor and evaluate the impact of process changes, making adjustments as needed to
ensure effectiveness and alignment with business objectives.
g) Compliance and Quality Assurance:
Ensure compliance with company policies, industry regulations, and quality standards in all aspects of cargo sales and customer care operations.
Conduct regular audits and reviews to assess compliance levels and identify areas for
improvement.
Implement corrective actions and preventive measures to address non-compliance issues and mitigate risks.
h) Stakeholder Communication and Collaboration:
Serve as a liaison between the cargo sales and customer care team and other departments,
including operations, finance, and marketing.
Collaborate with internal stakeholders to align strategies, share information, and address
cross-functional challenges.
Represent the department in meetings, presentations, and discussions with senior
management and external partners as needed.
i) Continuous Learning and Professional Development:
Stay informed about industry trends, best practices, and emerging technologies related to cargo sales and customer care service.
Participate in professional development activities, attend industry conferences, and pursue relevant certifications to enhance knowledge and skills.
j) Customer Relationship Management:
Cultivate and maintain strong relationships with key cargo customers, serving as a trusted advisor and advocate for their needs.
Proactively engage with customers to understand their business requirements, address
concerns, and identify opportunities for collaboration and partnership.
Anticipate customer needs and preferences, delivering personalized service and solutions to enhance satisfaction and loyalty.
Perform any other additional task as deemed by your supervisor.
2. Desired Profile: Required education, Experience, and Abilities:
Bachelor’s degree in Business Administration, Management, Marketing, Sciences or any
quantitative field with mathematics background and Logistics.
Minimum of 4 years in any sales and customer service domains and having this experience in airline cargo sales and customer service domains is an added advantage.
Proven experience in managing sales teams and delivering exceptional customer service.
Familiarity with cargo systems, import and export formalities, processes and procedures.
Experience in managing customer accounts and handling high-value clients is a plus.
Strong Leadership and team management skills
Strong connections with freight forwarders, customs agents, and airline partners.
Strong skills in closing deals, securing contracts, and upselling services.
Understanding industry trends, competitor strategies, and demand fluctuations.
Results-driven with strong sales skills
Strong customer services orientation
Ability to work under pressure and meet sales targets.
Familiarity with air cargo operations, logistics, and export and import processes.
Ability to handle multiple tasks and prioritize effectively.
Fluency in English or French is required, and proficiency in Swahili would be a valuable addition.
Working Environment
Office environment with occasional travel required.
Ability to work flexible hours, including weekends and holidays, as needed.
3. How to Apply:
An application letter addressed to the Chief HR & Administration Officer;
Recent Curriculum Vitae;
Copies of Notarized Degree/Diploma certificates;
Relevant certificates;
Copies of academic papers;
A photocopy of the Passport/National ID;
Three referees
The deadline for submitting application documents (Only in PDF format) is April 04, 2025. Please apply via the link: https://erecruitment.rwandair.com/
