Cargo Services Officer

Company Description

At Cathay Pacific, we share one common aspiration: to be the world's best airline. We believe in looking for the best in our people, in working as a team, in doing the right thing by our shareholders and our communities.

With a global team, we offer a diverse range of career choices and opportunities - in the air, on the ground; in customer service, in the office; managerial or professional roles. Our team of great people each plays a key role to deliver the quality service that we are famous for.

Notes:

Role Introduction

To assist with operational and reservation functions for the port including oversight of suppliers to ensure compliance to Cathay service levels and regulatory requirements.

To provide support to port management to drive service excellence and delivery of the cargo services strategy.

Key Responsibilities

Customer Service

• Provide superb customer service on all customer touch points
• Provide vendor notification for on time and delayed flights daily
• Provide timely shipment status updates to customers
• Handle IRR, Damage and Claim cases in a timely and professional manner
• Help to manage Ground Handling Agent performance and provide guidelines and instructions
• Support the established performance targets through operational oversight and participation
• Support cargo reservation and booking adjustment when necessary to provide exemplary customer service

Service Delivery and Excellence

• Prepare loading plan, loadsheet and conduct ramp coordinator duty to maximise space utilisation and commercial priorities
• Special cargo acceptance, including Dangerous Goods, Live animal, etc.
• Prepare flight documentation for crew and Customs
• Check and review post flight documentation
• Prepare post flight reports in a timely and accurate manner
• Provide freighter catering uplift and last minute changes
• Coordinate effectively between engineering, airport operations, air traffic control and vendors to ensure smooth communication and service provision
• Coordinate cargo service activities between sales, operations and ground handling in order to ensure efficient handling of shipments
• Communicate effectively via various channels stakeholders including customers, airport and cargo operations, suppliers, flight crew etc.
• Assist with various administrative station tasks such as SAP
• Coordinate weather diversions at diversion sites
• Handle diversion of Cathay Pacific Flights when required
• Assist with crew administration and support matters at the port
• Support station training activities as required
• Support station management in supplier oversight including reporting Ground Handling Agent performance issues
• Control and manage the Unit Load Device inventory level to meet the demand during seasonal peaks
• Any other reasonable task as requested

Safety, Security and Compliance

• Help to ensure compliance and conformance to all regulatory and internal safety, security, quality, and procedural requirements
• Undertake quality check programmes established by Head Office and participate in audits as required
• Support Emergency and Accident role as required

E&A

• Emergency and Accident and Crisis Response responsibilities as required

Requirements

Academic Qualifications

• Bachelor‘s degree holder or equivalent
• Study in a Cargo or related field is a distinct advantage

Knowledge, Skills, Training and Experience

• Minimum 2 years’ experience in cargo industry is an advantage
• Freighter Loading and Load sheet license
• Freighter Ramp Coordinator license
• Dangerous Good License (Cat 6)
• Super Heavy license
• Strong communication skills
• Natural customer service orientation
• Attentive to detail
• Knowledge of MS Word, Excel and PowerPoint
• Adapts to change easily

Benefits