Role Purpose Statement:

• To support the Cargo Department by providing efficient administrative services, ensuring smooth cargo operations, and delivering excellent customer service to contribute to sales and revenue targets through effective cargo bookings, query handling, and proactive monitoring of cargo movement. This includes managing customer interactions, processing bookings, coordinating with stakeholders, maintaining safety standards, and ensuring timely shipment execution while adhering to cut-off times and resolving customer queries and claims.

Key Accountabilities/Responsibilities:

• To provide excellent customer service to the Cargo Department while generating sales and ensure customer satisfaction and retention.
• Maintain the safety awareness program primarily airside/ramp safety.
• Ensure high level of customer service.
• Assist customers by providing timely response on Cargo queries both on calls and emails.
• Assist in administration of cargo bookings, e.g. loading flight reservations into system / template, ensuring they are properly input and cutting of airway bill.
• Coordinate with transporter, carrier and supplier to ensure timely receiving of cargo for shipment execution.
• Maintain cut off times to avoid flight delays.
• Update shipment data into the cargo management system and Airline systems.
• Assist in planning of daily load of flights.
• Ensure smooth uplifting of shipment by monitoring cargo movement through and follow from warehouse, doing checks at cargo warehouse, attending flights at tarmac etc.
• Adhere to safety by working closely with flight operations.
• Follow up with customers on any claims for missing or damaged cargo and any reservations queries.

Know How:

• Technical Knowledge: Basic understanding of air cargo operations and safety regulations.
• Management Skills: Capable of efficiently managing cargo bookings and customer queries.
• Human Relations Skills: Strong customer service orientation and effective communication abilities.
• Specialized Knowledge: Familiarity with cargo management systems and airline operations.

Problem Solving:

• Thinking Environment: Navigating customer service challenges and operational requirements within the cargo department.
• Thinking Challenge: Addressing customer queries, managing bookings, and ensuring cargo handling meets safety and operational standards.

Accountability:

• Freedom to Act: Operates under the guidance of the Cargo Executive, with autonomy in handling day-to-day administrative tasks.
• Magnitude: Contributes directly to customer satisfaction, operational efficiency, and revenue generation in the cargo department.
• Impact of Decisions: Decisions and actions impact cargo handling efficiency, customer service quality, and safety compliance.

Qualifications:

• Education: Minimum of a diploma in Logistics, Clearing and forwarding, Supply Chain Management, Aviation Management, or related field.
• Experience: Minimum of 3 years of experience in cargo operations within the aviation industry.
• Certifications: Basic air cargo training required.