Cargo Sales & Customer Care Supervisor at RwandAir: (Deadline 4 April 2025)

• 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/