Provide existing and potential customers with a superior and consistent quality service both directly and in conjunction with GHA. To ensure efficient day to day Cargo Operations within the location by guiding and directing the team and adhering to EKSkyCargo procedures.
Job Outline:
- Plan organise and co-ordinate the operational activities to ensure optimal efficiencies and productivity delegating responsibilities to and controlling subordinate staff and GHA/third party contractors as appropriate.
- Monitor and oversee the service provided by GHA to ensure it is in line with EK standards and where there are shortcomings to address these appropriately and timeously. Where appropriate make recommendations and implement process improvement with GHA.
- Resolve problems arising such as delays disruptions cargo mishandling and transfer cargo
- Review collate and compile the cargo documentation for cargo uplifted on flights in accordance with local regulations and company policies
- Ensure accurate completion of all post flight activities including dispatch of message forwarding documentation and completion of station file. Where required take appropriate action for any irregularities/ discrepancies
- Investigate and respond to queries complaints and claims received from internal and external customers in an efficient and timely manner restoring customer confidence
- Update and maintain Cargo Systems in order to provide the requisite customer service information and produce and analyse periodic reports and statistics
Supervisory accountabilities:
- Motivate train and give feedback to staff to ensure all tasks are completed on time and to ensure high standard of service is maintained. Provide on the job training and manage performance including corrective action. Undertake performance appraisals and development planning
- Supervise the cargo operations as required to ensure all activities are completed safely and in an efficient manner.
- Deputise for the Cargo Manager where no senior manager is on duty and/or act as the Duty Manager e.g. Freighter.