Key Responsibilities:

• Day-to-day operations requirements, such as but not limited to the following:
  • Ground handling, operational permits, slots, Flight following, hotels, and transportation
  • Customs services including customs arrangements, Canpass form preparation and submission and arrangement of Border Overflight Exemptions
  • Loading and maintaining trips in the Falcon system
  • Loading Trip Cost Estimates into the Falcon system
  • Assisting with fuel quotes and/or arrangements after normal business hours
  • Quality assurance for "owned" trips
  • Part of the operations phone and communications rotation - responsible for assisting with all incoming operational communications, including phone calls, faxes, emails and SITA/AFTN traffic
  • Must have a firm knowledge of WFS Trip Support products and services and be able to effectively market them to customers
• Assuring that all trips are current and updated in a timely manner based on the most recent customer communications
• Primary point of contact and an Account Executive for designated WFS Trip Support accounts
• Improving and enhancing the customer relationships for these designated WFS Trip Support accounts
• Assisting in establishing and providing an unmatched quality of service and communication to all customers
• Provides expert level of support and consultation to WFS Trip Support customers

Additional Responsibilities:

• Backup Flight Planner and/or Meteorologist, where applicable & qualified
• Backup to Supporting Services
• Monitors communications after normal business hours and on weekends upon implementation of the storefront operations

• Performs other duties as may be assigned by management
• Helps other employees to accomplish company goals
• Working Hours: as determined by the Sr Director Global Operations

Knowledge/Skills:

• Ability to act in situations with confidence, assertiveness, tact, and diplomacy
• Ability to deal resolutely with sensitive issues; methods and techniques used in persuasion and negotiation of conflicts and problems
• Ability to maintain a professional demeanor in stressful situations and negotiations
• Ability to partner with other departments and interact effectively with employees at all levels of the organization
• Strong technical computer skills across the MS Office product suite is essential.
• The ability to work independently with minimal supervision is essential.
• Ability and willingness to work across a shift plan that covers day, night, weekend and holiday working is essential. We operate 24/7 year-round.

Job Requirements:

Level 1

• Education: Bachelor's degree, highly preferred
• Experience: 0 - 2 years preferred in the aviation industry (Must have either the educational requirements or the equivalent work experience)
• Customer Service: Exhibits strong customer service knowledge and understanding of skills required.
• Work Quality: High degree of attention to detail is a requirement of the position.
• Industry Knowledge: Customers, vendors, competitors, and primary products & services offered.

Level 2

• Education: Bachelor's degree, highly preferred
• Experience: 2 - 5 years preferred in the aviation industry (Must have either the educational requirements or the equivalent work experience)
• Customer Service: Proven customer service skills; customer retention and issue resolution
• Work Quality: High degree of attention to detail is a requirement of the position.
• Industry Knowledge: Positioning of product services in a global environment and competitors and vendors that serve those markets.

Level 3

• Education: Bachelor's degree, highly preferred
• Experience: 5 - 10 years preferred in the aviation industry (Must have either the educational requirements or the equivalent work experience)
• Customer Service: Proven customer loyalty and following through strong customer management skills.
• Work Quality: High degree of attention to detail is a requirement of the position.
• Industry Knowledge: Complete understanding of all aspects of the industry, products and services.

Travel Requirements:

None or Some - Infrequent travel of short to moderate duration; typically does not include remote or hazardous locations; typically travel is to planned events or meetings.