Manager Cargo Customer Service - PHX

Job Description The Manager, Cargo Customer Service coordinates all air cargo activities across our Phoenix (PHX) base station and assigned regional territory to support a safe, efficient, and on‑time operation. The role leaders Cargo Employees, ensures strong Customer Service, aligns with Cargo Management and Ground Operations, and partners with station teams and stakeholders to maintain operational performance and deliver a positive customer experience. Responsibilities Develop and maintain constructive working relationships with local management at each station in the assigned region. Interact with all departments to promote consistent application of established cargo policies and procedures. Maintain a thorough and current understanding of TSA security regulations for cargo, SWA Cargo policies, and ensure compliance. Maintain productive working relationships with Station Leadership, 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 responses to all internal and external customer irregularities received at the 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 leadership. Knowledge, Skills, and Abilities 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 relative costs and benefits. Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology. Skilled in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Skilled in understanding the implications of new information for both current and future problem‑solving and decision‑making. Skilled in considering the relative costs and benefits of potential actions to choose the most appropriate one. Ability to tell when something is wrong or is likely to go wrong, which does not involve solving the problem, only recognizing there is a problem. Education Required: High School Diploma or GED. Experience Demonstrated experience in directly or indirectly leading team(s). Fully functioning, broad knowledge in Ground Operations Ramp and Cargo operations. Licensing/Certification N/A. Physical Abilities Ability to perform work duties from a limited space workstation, desk, or office area for extended periods of time. Ability to communicate and interact with others in English to meet the demands of the job. Ability to use a computer and other office productivity tools with sufficient speed and accuracy to meet the demands of the job. Other Qualifications Must maintain a well‑groomed appearance per Company appearance standards as described in established guidelines. Must be a U.S. citizen or have authorization to work in the United States. Must be at least 18 years of age. Must be able to comply with company attendance standards as described in established guidelines. Pay & Benefits Competitive market salary from $114,200 per year to $126,900 per year* depending on qualifications and experience. For eligible leadership and individual contributor roles, additional bonus opportunities are available and awarded at the discretion of the Company. Fly for free, as a privilege, on any open seat on all Southwest flights (your eligible dependents too). Southwest will help fund your Retirement Savings Plan, which includes a dollar for dollar 401(k) company match contribution of up to 9.3% of your eligible earnings. Potential for annual profit‑sharing contribution in the Southwest Retirement Savings Plan when Southwest profits. Competitive health insurance for you and your eligible dependents. Southwest offers health plan coverage options that start from the very first day of employment. You'll have 30 days to select and enroll in your health plan, and coverage will be retroactively available to your first day of employment. Explore more benefits you’ll love: Pay amount doesn’t guarantee employment for any particular period. 401(k) company match contributions are subject to the plan’s vesting schedule. Match contributions may vary based on the position. Profit‑sharing contributions are subject to the retirement savings plan vesting schedule and are made at the discretion of the Company. Southwest Airlines is an Equal Opportunity Employer. #J-18808-Ljbffr Southwest Airlines