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Charter & Fulfillment Solutions Specialist
4 months ago
Purpose of Position
The Charter Services Manager is responsible for providing charter services and end-to-end trip support for retail customers, wholesale customers and NetJets Aviation. The Charter Services Manager is an account manager for his/her assigned charter customers and will also provide support to NetJets Sales as needed.
Tasks and Responsibilities
* Handle incoming calls and web inquires
* Have knowledge of all current EJM Charter marketing efforts
* Knowledge of other products available through EJM and NetJets
* Proactively sell customers on EJM's products and services
* Prepare personalized quotes and sales strategies
* Follow up and diligently maintain the new inquiry process
* Coordinate with outside sales team on new business opportunities
* Book, accommodate changes to, and confirm details for charter trips
* Arrange ancillary services requested by client
* Watch over trip and details to ensure successful charter experience
* Meet and greet customers arriving or departing on a flight
* When possible, collect or conduct customer satisfaction survey
* Assist and expedite invoicing by tracking all expenses and revenue on each trip
* Assist NetJets Subcontracting as needed to cover NetJets flights on EJM or vendor aircraft
* Basic understanding and application of aviation operational rules & limitations pertaining to FAR 135 Charter
* Coordinate with all EJM Charter Services team members to deliver consistent "one-team" exception service
* Customer retention and development
* Proactively manage assigned accounts. Execute customer communication plan, including systematic call campaigns, emails, and marketing campaigns to improve customer retention and facilitate growth
* Improve loyalty of existing clients, increase customer percent of wallet, and pursue lost customers
* Periodically visit customers and participate in trade shows and exhibits
* Assist the NetJets Sales Team in their sales efforts with quotes, customer information, and other assistance as needed
* Drive information and lead flow to NetJets Sales Team regarding possible opportunities
* Use and maintain Sales Force or other CRM tools to facilitate the sales and customer retention process
* Constantly seek ways to be aware of all industry developments and competitive interests
* Participate in EJM Training Curriculum
* Seek other areas of personal development
* Note: It is not possible to list all required job duties on this form. There may be other important duties assigned, depending on the position. For a full list of essential job functions, please refer to the essential functions worksheet for that position.
Education
Bachelor's in Aviation Management or Hospitality
Years of Experience
2-4 years of experience
Core Competencies
Attitude
Related Education or Training
Interest in Company & Position
Initiative
Knowledge of Specific Job Skills
Communication & Listening Skills
Related Job Experience
Knowledge, Skills, Abilities and Other (KSAOs)
* Ability to multitask and work under fast paced conditions
* Genuinely enjoys working with customers and can establish good relationships
* Sales skills and customer service skills
* Work well as part of a team and with other EJM departments and teams
* Organizational skills and very detail oriented
* Possess effective communication skills
* Have a strong desire to sell and to participate in growing charter revenues
* Flexible - willingness to cover different shifts when called upon, work extra hours when needed and to overall behave like a true sales professional.
Benefits Package:
EJM offers a full complement of attractive benefits to our team members, including company-paid Medical, Dental, Vision and Short-Term Disability insurance.
Additional benefits include:
* Generous 401(k) company match - EJM will match 61% of your contributions
* Company-paid life insurance
* Flexible Spending Account (FSA)
* Prescription Drug Benefit Plan
* Three (3) plus weeks of paid time off - accrued on first day of employment
Executive Jet Management is an equal opportunity employer
To ensure a safe environment, we conduct pre-employment drug screening and background checks
