Cargo Services Officer
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.
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Location: India
Role Introduction
Purpose
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 ensure the highest standards of safety during ground handling of the aircraft and to achieve on-time performance.
To provide support to port management to drive service excellence and delivery of the cargo services strategy
Role Introduction
Purpose
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 ensure the highest standards of safety during ground handling of the aircraft and to achieve on-time performance.
To provide support to port management to drive service excellence and delivery of the cargo services strategy
Responsibilities
Customer Service
- Support cargo reservations and bookings whilst providing exemplary customer service
- Provide timely vendor notification for on-time and delayed flights
- Provide timely shipment status updates to customers
- Help to manage Ground Handling Agent performance and provide guidelines and instructions
- Support the established performance targets through operational oversight and participation
Administrative Support
- 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
- Any other reasonable task as requested
Ramp Coordinator (RCO) - note typically for Freighter ports so may not be applicable for every Cargo Services Officer role
- Monitor and ensure the required procedures are properly carried out by Ramp Handling Operator and the Cargo Terminal Operator particularly for special cargo, movement of in/out cargo and mail units on an ad-hoc basis, loading and unloading of the freighter, etc.
- Monitor the optimisation of space utilisation for loaded Unit Load Devices and the belly of freighters
- Ensure aircraft searches required by the Security Programme are conducted prior to loading
- Maintain good communications with captain-in-command, Ramp Handling Operator, Cargo Terminal Operator and the Cargo Office
- Liaise closely with the Cargo Office to provide up to date information on freighter positioning when there is disruption of schedule
- Quickly resolve issues on the ramp as required
- Ensure safe operations are maintained at times particularly during loading and unloading of freighters
- Assess the cause of any delay and provide recommendations to the immediate supervisor on accountability for the cause and solution
- Monitor the acceptance and release of such special cargo as animals, engines, vehicles, bulky shipments, and odd-sized items
- Coordinate the activities in the warehouse and conduct quality checks on cargo handling from the Cargo Terminal Operator and the Ramp Handling Operator
- 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 programs established by Head Office and participate in audits as required
- Support the Emergency and Accident role as required
- May be designated Operational Duty Holder for the station as required
Emergency and Accident
- Emergency and Accident and Crisis Response responsibilities as required
- Support cargo reservations and bookings whilst providing exemplary customer service
- Provide timely vendor notification for on-time and delayed flights
- Provide timely shipment status updates to customers
- Help to manage Ground Handling Agent performance and provide guidelines and instructions
- Support the established performance targets through operational oversight and participation
Administrative Support
- 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
- Any other reasonable task as requested
Ramp Coordinator (RCO) - note typically for Freighter ports so may not be applicable for every Cargo Services Officer role
- Monitor and ensure the required procedures are properly carried out by Ramp Handling Operator and the Cargo Terminal Operator particularly for special cargo, movement of in/out cargo and mail units on an ad-hoc basis, loading and unloading of the freighter, etc.
- Monitor the optimisation of space utilisation for loaded Unit Load Devices and the belly of freighters
- Ensure aircraft searches required by the Security Programme are conducted prior to loading
- Maintain good communications with captain-in-command, Ramp Handling Operator, Cargo Terminal Operator and the Cargo Office
- Liaise closely with the Cargo Office to provide up to date information on freighter positioning when there is disruption of schedule
- Quickly resolve issues on the ramp as required
- Ensure safe operations are maintained at times particularly during loading and unloading of freighters
- Assess the cause of any delay and provide recommendations to the immediate supervisor on accountability for the cause and solution
- Monitor the acceptance and release of such special cargo as animals, engines, vehicles, bulky shipments, and odd-sized items
- Coordinate the activities in the warehouse and conduct quality checks on cargo handling from the Cargo Terminal Operator and the Ramp Handling Operator
- 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 programs established by Head Office and participate in audits as required
- Support the Emergency and Accident role as required
- May be designated Operational Duty Holder for the station as required
Emergency and Accident
- Emergency and Accident and Crisis Response responsibilities as required
Requirements
Academic qualifications
- Graduation in any field is a minimum
- Diploma / Certification in a relevant business field would be an advantage
Knowledge, skills, training, and experience
- Minimum of 2 years’ cargo or airline operations
- Prior customer service experience is an advantage
- Good decision making and planning skills
- Excellent communication skills
- Ability to work independently
- Attention to detail
- Ability to multi-task
** Candidates must have the legal right to live and work in India.
- Graduation in any field is a minimum
- Diploma / Certification in a relevant business field would be an advantage
Knowledge, skills, training, and experience
- Minimum of 2 years’ cargo or airline operations
- Prior customer service experience is an advantage
- Good decision making and planning skills
- Excellent communication skills
- Ability to work independently
- Attention to detail
- Ability to multi-task
** Candidates must have the legal right to live and work in India.
Salary
Negotiable
Benefits
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Validity
Expired