Manager Cargo Customer Service - PHX
Southwest AirlinesAbout the role
Department:
Cargo Provo & GSEOur Company Promise
We are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth. Creativity and innovation are encouraged for improving the effectiveness of Southwest Airlines. Above all, Employees will be provided the same concern, respect, and caring attitude within the organization that they are expected to share externally with every Southwest Customer.
Job Description:
The Manager Cargo Customer Service coordinates all air cargo activities across their base station in Phoenix (PHX) and assigned regional territory to support a safe, efficient, and on‑time operation. They’ll Lead Cargo Employees, ensuring strong Customer Service and alignment with the objectives of Cargo Management and Ground Operations. This role partners closely with station Teams and stakeholders to maintain operational performance and deliver a positive experience for Customers relying on Southwest’s cargo network. The Manager Cargo Customer Service is a strong communicator who drives accountability, supports Team success, and makes a meaningful impact on the movement of cargo across our network.
Additional details:
A role that supports all hours of the Southwest Operation, including early mornings, late evenings, weekends, and holidays.
U.S. citizenship or current authorization to work in the U.S. is required, and no current or future work authorization sponsorship available.
We’re committed to fair hiring practices and to making employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, military or veteran status, disability, genetic information, or other legally protected characteristics.
- Guide and lead team members using SWA talent management practices to coach, develop, and engage employees
- Adhere to Company values and competencies to foster a culture of inclusion, recognition, and support of a safe work environment
- Invest in leadership and self-growth through participating in continuous learning and development
- Develop and maintain constructive working relationships with local management at each of the stations within their assigned region
- Interact with all departments to promote consistent application of established cargo policies and procedures
- Maintain a thorough and current understanding of all TSA security regulations relating to Cargo as well as SWA Cargo policies and procedures and ensure compliance
- Maintain productive working relationships with Station Leadership, the TWU 555, cargo sales, vendors, and other departments to ensure operational excellence
- Respond to Customer questions, requests, or complaints
- Assist Cargo Management with cargo facility refurbishment, expansion, and relocation projects
- Champion the responses to all Internal and External Customer irregularities received at that location, including interfacing with Customers as needed
- Meet or exceed performance goals through effective decisions
- Provide attention and assistance to all SWA Cargo Customers and Internal Customers
- Understand and be compliant with International Operations
- Provide oversight and support for multiple vendor partners, Employees, and stations
- May perform other job duties as directed by Employee’s Leaders
- Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources
- Knowledge of principles and processes for providing Customer and personal services, including Customer needs assessment, meeting quality standards for services, and evaluation of Customer satisfaction
- Knowledge of principles and methods for moving people or goods by air, rail, sea, or road, including the relative costs and benefits
- Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designi
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