Charter & Fulfillment Solutions Specialist

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

AttitudeRelated Education or TrainingInterest in Company & PositionInitiativeKnowledge of Specific Job SkillsCommunication & Listening SkillsRelated 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 :