Trip Support Specialist II

At World Kinect, our employees are the key to our global success. We are industry leaders due to the innumerable talents of our approximately 5000 strong professional team. Our people thrive in an entrepreneurial and culturally-diverse environment, where innovative thinking, collaboration and efficient execution are highly valued. Our high-performance culture is what allows us to drive sustained growth. Stronger together, we promote an environment where individuals can thrive.

At World Kinect, our employees are the key to our global success. We are industry leaders due to the innumerable talents of our approximately 5000 strong professional team. Our people thrive in an entrepreneurial and culturally-diverse environment, where innovative thinking, collaboration and efficient execution are highly valued. Our high-performance culture is what allows us to drive sustained growth. Stronger together, we promote an environment where individuals can thrive.

Position Summary: 

Responsible for the overall satisfaction of their assigned customer base as well as assisting with and planning trips for general clientele.  Under general direction, maximize international trip support service and customer relations with new and existing clients, providing superior customer service and communicating all of WFS Trip Support products and services to existing or new customers.

Key Responsibilities:

• Primary point of contact for an assigned base of top operations accounts
• Providing an unsurpassed level of service to all clients
• Disseminating specific client requirements to all operational staff
• Establish and maintain a close rapport with their client base
• Responsible for the Quality assurance of all their clients’ trips
• Travelling to meet with their clients on request of management or the client.
• Preparing and leading presentations for clients on demand
• After hours and weekend support of their client base when required
• Ensuring after hours staff is aware of all urgent requirements for assigned client trips during off hours
• Must have a firm knowledge of WFS Trip Support products and services and be able to effectively market them to customers
• Able to provide expert level of support and consultation to customers and operations staff.
• Will market, communicate, and sell all of WFS Trip Support products and services to existing and prospective customers
• Directing the work of the operational support staff after hours and weekends
• 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: 

• Knowledge of all Operations positions, Flight Planning, and Meteorology.
• The ability to act as the Senior Coordinator for a specific region, establish client relationships, and to have an understanding of Operations product offerings.
• 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

Job Requirements:

Level 2

• Education:                          Bachelor’s degree, highly preferred        
• Experience:                       5 – 15 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.

• 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.

Travel Requirements: 

Moderate – Occasional travel which may be planned or on short notice.  A requirement of the job, but not a significant job component.  Includes international travel as necessary.