Customer Success Coordinator

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 digitalisation 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.

Position 

The Customer Success Coordinator focuses on developing and maintaining operational customer and stakeholder relationships. Providing clarity and guidance on ULD practices & procedures. Enabling and empowering stakeholders to follow ULD best practices. Enforcing ULD requirements and ensuring contractual obligations are met. Realizing smooth and efficient day-to-day ULD operations for their assigned customer. This individual will show transformational leadership and
act as a true Unilode ambassador.

Overview of Responsibilities 

• Create and maintain a local Customer and Stakeholder Portfolio.
  


• Use the KPI dashboard to keep track of, manage and drive performances.
  


• Act as the ULD Subject matter expert for their assigned customer.
  


• Work with the GHA of their assigned customer to ensure ULD requirements are understood.
  


• 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.
  


• 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.
  


• Support implementation of new ULD Management customers.
  


• Additional duties as assigned.

You

You will add to our quality culture if you can bring:

• Airport Operations, Ground Handling or ULD Management experience with a proven track record of success.
  


• Experience working with 3rd parties.
  


• Solid understanding of ULD operations.
  


• Tertiary studies in Business, Logistics or Aviation Management


• Must pass a security background screening and able to obtain an airport badge.


• Proven ability to work independently, own and drive own agenda and achieve significant operational improvements with limited supervision.
  


• 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.