Company Description

Let your passion fly! We’re proud to be one of the world’s leading airlines. Our reputation is built on a long track record of success, an ongoing commitment to our home Hong Kong, and on the delivery of customer service that’s straight from the heart. All of this is possible due to our talented people who share our passion for aviation and our commitment to being the best. Our global family can open up a world of opportunities for you. This means that your first role at Cathay Pacific won’t be your last. It could take you anywhere. Join us and discover just how far you can go!

Role Introduction

Cathay Pacific Airways is looking for an enthusiastic, service-oriented individual to join the Cargo team in San Francisco. The successful candidate will assist with the operational and reservation functions for the port including oversight of suppliers to ensure compliance to Cathay Service levels and regulatory requirements. The candidate will also being providing support to port management to drive service excellence while also ensuring the highest standards of safety.

 

Key Responsibilities

Customer Service

Support cargo reservations and bookings whilst providing exemplary customer serviceProvide timely vendor notification for on time and delayed flightsProvide timely shipment status updates to customersHelp to manage Ground Handling Agent performance and provide guidelines and instructionsSupport the established performance targets through operational oversight and participation

Administrative Support

Prepare flight documentation for crew and CustomsCheck and review post flight documentationPrepare post flight reports in a timely and accurate mannerProvide freighter catering uplift and last minute changesCoordinate effectively between engineering, airport operations, air traffic control and vendors to ensure smooth communication and service provisionCoordinate cargo service activities between sales, operations and ground handling in order to ensure efficient handling of shipmentsCommunicate effectively via various channels stakeholders including customers, airport and cargo operations, suppliers, flight crew etc.Assist with various administrative station tasks such as SAPCoordinate weather diversions at diversion sitesHandle diversion of Cathay Pacific Flights when requiredAssist with crew administration and support matters at the portSupport station training activities as requiredSupport station management in supplier oversight including reporting Ground Handling Agent performance issuesAny 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 optimization of space utilization for loaded Unit Load Devices and the belly of freightersEnsure aircraft searches required by the Security Program are conducted prior to loadingMaintain good communications with captain-in-command, Ramp Handling Operator, Cargo Terminal Operator and the Cargo OfficeLiaise closely with the Cargo Office to provide up to date information of freighter positioning when there is disruption of scheduleQuickly resolve issues on the ramp as requiredEnsure safe operations are maintained at times particularly during loading and unloading of freightersAssess the cause of any delay and provide recommendations to the immediate supervisor on accountability for the cause and solutionMonitor the acceptance and release of such special cargo as animals, engine, vehicle, bulky shipment, and odd-sized itemsCoordinate the activities in the warehouse and conduct quality checks on cargo handling from the Cargo Terminal Operator and the Ramp Handling OperatorAny 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 requirementsUndertake quality check programs established by Head Office and participate in audits as required

E&A

Emergency and Accident and Crisis Response responsibilities as requiredRequirements
High school graduation1-2 years’ experience in the cargo industry or with airline freight is an advantagePrior customer service experience is an advantageExcellent communication skillsKnowledge of OSHAKnowledge of CHAMP Cargospot or similar system(s) is an assetDemonstrable customer service senseAbility to work independentlyProficiency and working knowledge of Microsoft Office i.e. Word, Excel and PowerPointMust have the right to live and work in USAPersonal & Application Information

Cathay Pacific Airways is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veterans status and will not be discriminated against on the basis of disability. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.

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