Trip Support Specialist III

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 assisting in daily operations and tasks within flight operations.  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 and new customers. 

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
• 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:

• 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)
• Schedule:   4 on / 4 off - 12 hour shifts
• 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.

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