- 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
- Process cargo reservation enquiries in a prompt, accurate and efficient manner; resolving any customer queries
- Resolve problems arising such as delays, disruptions, cargo mishandling and transfer cargo to minimise cargo off loadings and maximise utilisation of space available.
- 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
- Update and maintain Cargo Systems in order to provide the requisite customer service information
- Carry out commercial activities as directed by CM and Sales department when operational duties allow. This to include administration and telephone work.
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.
· Undertake various administration functions including rostering of staff, completion of performance appraisals, reordering of consumables as required.
· Supervise the cargo operations as required to ensure all activities are completed safely and in an efficient manner.
· Act as the senior in charge where no manager / officer is on duty
