Job Title: Senior Cargo Agent
Company Name: Etihad Airways
Location: Abu Dhabi, United Arab Emirates (UAE)
Job Summary: The Senior Cargo Agent will carry out a wide range of activities in Customer Services section in compliance to the company standards, matrix, rules, airport and government mandated regulations to ensure all tasks are completed in a safe and timely manner providing a high standard of customer service.
Key Duties and Responsibilities:
- Policies and procedures: Follow all relevant policies, processes and procedures so that work is carried out in a controlled and consistent manner
- Day-to-Day Operations: Follow the day-to-day operations related to own jobs to ensure continuity of work. Work is reviewed at several steps along the way for accuracy.
- Safety, Quality & Environment: Comply with all relevant safety, security, quality, health and environmental procedures to ensure a healthy and safe work environment
- Timely perform aircraft loading and unloading operations to ensure alignment with planned scheduling and compliance with regulations, safety procedures and working instructions
- The Etihad Airways Senior Cargo Agent will also collect, track dispatch and load a wide range of goods into flights to ensure the correct delivery of items in line with efficiency standards and internal procedures
- Unload, verify and deliver a wide range of goods across airport terminals to ensure timely, efficient and accurate delivery and recording of items
- Perform a wide range of recurring activities by operating airport equipment to provide support to all operations
- Identify and highlight equipment defects to ensure timely and accurate maintenance in line with safety standards
- Perform extraordinary loading operations (e.g. Dangerous Goods loading), to ensure execution is done according to safety procedures and working instructions
- Complete and deliver a wide range of technical documentation (e.g. Load sheet, Loading Instruction Report, Vehicle Passengers List) to ensure compliance with regulations and policies
- Perform a wide range of pre-flight aircraft operations (e.g. de-icing )by leveraging on technical equipment to minimize delay risks and ensure flight safety
- Perform immediate turnaround activities (e.g. cargo offloading) to minimize delay and support achievement of efficiency targets
- Drive and operate technical equipment (e.g. baggage tractors, conveyor belts, etc) to ensure timely execution of operations incompliance with safety regulations and internal policies and procedures
- Regularly monitor equipment functioning to ensure defects are timely identified
- The Etihad Airways Senior Cargo Agent will also dispatch baggage / cargo / mail correspondence to flights to ensure timely and proper delivery of items
- Support airport operations by maneuvering a wide range of equipment to provide full assistance in compliance with safety regulations
- Perform special transport operations (e.g. dangerous goods movements) to ensure compliance with safety and internal policies
- Respond to the day to day e-mail/communication and provide continuous monitoring and consistent follow up on issues until desired results are achieved.
- Send post flight messages such as FFM, Pre-alert and Irregularities to destination, origin and airlines in compliance to the published matrix.
- Maintain an updated record of customer feedback and complaints to ensure compliance to IATA and ISAGO standards.
- Maintain an accurate and updated station and customer email addresses to be used in all types of communications.
- Send on hand cargo notification to airlines for planning purposes.
- Send and coordinate security related messages such as on hold shipments and screening requirements.
- Make amendments on the original Airwaybill as requested by airline or customer.
- Attend and assist walk-in customers, answer telephone calls to ensure efficient customer service is provided.
- Write Customer Services Bulletins (CSB) to be published and shared with all customers
- Maintain a tracker and monitor old undelivered cargoes and coordinate with consignee and airlines until the issue is resolved.
- Carry out tasks as directed by the Customer Services Duty Officer.
- Supervise a team of cargo agents.
Qualifications, Skills and Experience:
- The Etihad Airways Senior Cargo Agent must hold a High School Certification
- UAE Driving license and relevant licenses specific to vehicles according to UAE regulations are required, ADP and ADAS Specific Equipment Licenses are preferred.
- At least three years of experience in relevant field
- Fluent in written and verbal English
- Good knowledge of Cargo Operations
- Good Knowledge of IATA IMP Codes
- Must have a high level of attention to detail
- English Language skills - Proficient
- Report Writing skills - Basic
- Reading skills - Proficient