To execute the commercial strategies for the port in order to surpass revenue targets and commercial Key Performance Indicators as well as to support the port management team to drive service excellence and delivery on the cargo services strategy.
To execute operational and sales functions including oversight of suppliers to ensure compliance to company and regulatory requirements and provide a high level of service to our customers.
Responsibilities:
Revenue Generation (Commercial)
- Implement the Cargo Business Plan in alignment with local cargo strategies and specified Key Performance Indicators
- Assist the Cargo Manager(s) and coordinate with the Cargo Sales team to achieve revenue target and generate ancillary revenue by actively seeking support from customers
- Provide support to manage capacity in order to maximise flight revenue
Customer Services
- Coordinate with Outdoor Sales to provide customer-centric solutions to customers
- Answer customers’ enquiries and handle customers’ offline booking and e-booking requests in a timely and professional manner
- Manage the day-to-day relationship with stakeholders from all sales channels for revenue generation purposes
- Provide superb sales and customer service in all commercial customer touch points so as to drive premium selling rates and regular business
- Champion Cathay products and provide excellent and consistent product solutions
- Update customers with shipment status in a timely manner, providing solutions as appropriate
Support Services
- Support cargo reservations and bookings whilst providing exemplary customer service
- Provide vendor notification for on time and delayed flights daily
- Assist in managing Ground Handling Agent and other supplier performance and provide guidelines and instructions / reporting as required
- Support the achievement of established performance targets through operational oversight and participation
- 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 to stakeholders including customers, airport and cargo operations, suppliers, flight crew etc.
- Coordinate diversion of Cathay Pacific / Air Hong Kong flights when required
- Assist with crew administration and support matters at the port
Safety, Security and Compliance
- Assist to ensure compliance and conformance to all regulatory and internal safety, security, quality, and procedural requirements
- Conduct quality check programmes established by Head Office and participate in audits
- Conduct Operational Duty Holder activity is and as specifically required
Ramp Coordinator (RCO)
- Monitor and ensure the required procedures are properly carried out by the Ramp Handling Operator and the Cargo Terminal Operator particularly with 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 item,
- Coordinate the activities in the warehouse and conduct quality checks on cargo handling from the Cargo Terminal Operator and the Ramp Handling Operator
Administrative Support
- Assist with various administrative station tasks such as SAP
- Support station training activities as required
- Any other reasonable task as requested
Efficiency Improvement
- Support Cargo Manager to implement programmes on e-initiatives to drive penetration of e-Bookings and other Agent Self-Service functions
E&A
- Emergency and Accident and Crisis Response responsibilities as required
Requirements:
Qualifications / Experience Academic Qualifications
- Graduation in any field is a minimum
- Diploma / Certification in a relevant business field would is an advantage
Knowledge, Skills, Training and Experience
- Minimum 2 years’ experience in cargo industry is an added advantage
- Prior customer service experience with demonstrable customer service orientation
- Excellent communication skills
- Highly attentive to detail
- Proficiency in MS Office and general technology skills
- Good analytical, problem solving and planning skills
- Ability to work independently
- Knowledge of CHAMP CargoSpot systems is an advantage
