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 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.

Key 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 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 of 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, engine, vehicle, bulky shipment, 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 programmes 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
• Carry out the responsibilities of a local Dangerous Goods Coordinator as per agreed guidelines.

E&A

• Emergency and Accident and Crisis Response responsibilities as required

Requirements

Academic Qualifications

• High school graduation
• Knowledge, Skills, Training and Experience
• Minimum 2 years’ experience in the cargo industry is an advantage
• Strong communication skills
• Natural customer service orientation
• Attentive to detail
• Knowledge of MS Word, Excel and PowerPoint 

Benefits

• Be part of the Cathay Pacific family and join a dynamic team culture working for one of the world’s Top Global Airlines.
• Make the most of your leave and take advantage of travel industry discounts including airfares, hotels, tours and car hire.
• Fly high with career development opportunities to diversify your skills and experience within the Cathay Pacific family.