How you'll help us Keep Climbing (overview & key responsibilities) The Senior Analyst – Cargo Inside Sales and Customer Support will oversee the work of the Cargo Sales and Customer Support team. The Senior Analyst will work to ensure revenue and load factor maximization. The Senior Analyst will oversee the team in liaising with outside sales peers to gain insight of new opportunities and will actively engage with customers to convert insights to bookings, while tracking results in Salesforce.com and booking tools. The Senior Analyst has an up-sell minded approach to booking inquiries, leveraging knowledge of booking window demand trends and proximity with pricing analysts to optimize revenue streams, customer, and product diversification. The Senior Analyst will assist the team with maintaining the rate master file and proactively tracks and adjusts the billing discrepancy report. The Senior Analyst possesses solid understanding of flight capacities and seeks to understand inventory optimization relative to flight performance restrictions. **Summary of responsibilities (not comprehensive of all tasks):** + The Senior Analyst will assist the team with end-to-end booking management from point of reservation through to delivery while actively engaging in email and phone conversations seeking to maximize flight revenues and load factors while minimizing service failures. To create and amend all cargo reservations for the ex. UK Delta network and provide flight control and service recovery guidance to operations teams. Through customer calls and emails, be the ambassador for Delta product ensuring all reservations are completed within set SLA’s, capacity acceptance rules and all reservation data is captured accurately. Where necessary follow up on all permanent bookings to ensure the blocked space is utilized or, released back for free-sale. To ensure upon request the customer is fully updated of post flight amendments. + Provide a response to all enquiries for price requests for all shipments and upsell to premium products on high demand routes. + Agree prioritization best practice with key stakeholders, then through post operation analysis, through review of the booking list ensure cargo flight plans are produced on time and to agreed standards, in order to minimize the commercial impact of offloads and to maximize uplift. + Respond to requests for tracking information, including pro-active notification of issues to key customers. + Respond with integrity with Delta’s brand values at the heart of everything, providing resolution to customer complaints or service failures, which are escalated to you where appropriate. Provide handling reports as requested by the customer. + Respond to billing queries ensuring the required action is taken in a timely manner. Include query details on weekly Billing Discrepancy Report. + Ensure the Sales Account Managers are notified of customer escalations. + Help maintain contract rate master file. + Share checking of WebVISion AWB records against post-flight messaging to ensure billing accuracy across each consignment and flight. + Respond to CASS queries via portal. Escalate & report. What you need to succeed (minimum qualifications) • Minimum 3 years of customer service experience • Outstanding customer service skills with proven customer service experience • Excellent PC and numerical skills (including good Excel and Word) • Confidence in decision making and able to defend those decisions at all levels • Ability to prioritize own workload against tight deadlines • A team player who has strong attention to detail • Willingness to learn, respond and adapt to feedback • Excellent communication skills and ability to influence and upsell where necessary at all levels • Experience of Delta’s WebVISion product is an advantage • Comprehensive understanding the cargo commercial arena • Knowledge of the operational challenges of air cargo • Process improvement and quality control • Knowledge of Salesforce and Aspect telephony an advantage • Sound commercial awareness • Must have a demonstrated problem solving, organizational, analytical, and decision making skills. • Must have authorization to live and work in the UK at the time of applying to this position What will give you a competitive edge (preferred qualifications) + Extensive knowledge of the Air Cargo and/or Freight Forwarding industry Benefits and Perks to Help You Keep Climbing Delta Air Lines, Inc. is an Equal Employment Opportunity / Affirmative Action employer and provides reasonable accommodation in its application process for qualified individuals with disabilities and disabled veterans. If you are a qualified individual, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings through this site, apply for jobs through Delta’s online system, or at any point in the selection process. To request a reasonable accommodation, please click here