Cargo Officer
Company Description
Cathay is a leading premium travel lifestyle brand based in Hong Kong, offering products and services across four lines of business – Premium Travel, Cargo, Low-Cost Travel and Lifestyle. The Cathay Group comprises premium full-service airline Cathay Pacific, cargo business Cathay Cargo, low-cost airline HK Express, express all-cargo carrier Air Hong Kong, and various other subsidiaries.
At Cathay, we are committed to moving people forward in life — whether through travel experience, lifestyle products or career growth. Being part of Cathay is more than just a job, it’s a meaningful career journey toward realising your ambitions. Your skills will become a bridge that connects the world, opening up infinite possibilities along our customers’ life journeys. If you are seeking an opportunity to take flight, let your ambitions propel you higher and further.
Make Your Career Move, together with Cathay.
- All Chinese mainland based positions are subject to local terms and conditions.
- Applicants must have the right to live and work in Chinese mainland.
- Once employment is confirmed, the employment contract and personnel file will be arranged through a local third-party human resources agency designated by Cathay Pacific.
Role Introduction
To execute the commercial strategies for the port in order to surpass revenue targets and commercial Key Performance Indicators as well as to deliver service excellence, ensuring full compliance with company and regulatory requirements and safety and operational standards.
Key responsibility:
Operational Duty Holder (if applicable)
- This position is the Operational Duty Holder of the applicable port and has a formal business relationship with the Functional Duty Holder of applicable services and must understand the process of risk escalation to the Functional Duty Holder (GM GSORM).
- This position is the Remote Operational Duty Holder of the applicable port (if Remote ODH applies) and has a formal business relationship with the Functional Duty Holder of applicable services and must understand the process of risk escalation to the Functional Duty Holder (GM GSORM).
- This position is the Operational Duty Holder Delegate of the applicable port (if ODH Delegate applies).
- To fulfil the detailed Cargo Operational Duty Holder responsibilities, for Cathay Pacific, as per the requirements of the “Best Practice for Cargo Operation Duty Holder - Port” documented in The Hub Team Site.
- Be accountable at an operational level for the safe operation of services, including those services which are contracted to others
- Maintain day to day responsibility for managing operational performance, including the performance of suppliers who are contracted to deliver services to ensure that:
- there is full compliance with quality standards and regulatory requirements
- procedures and instructions are followed
- the service is delivered in accordance with contracted terms Cross Functional Support (as requested)
- Performs some or all duties of Cargo Services Officer as required
Key Responsibilities
Revenue Generation
- Implement the Cargo Business Plan in full alignment with local cargo strategies and specified Key Performance Indicators
- Assist the Cargo Supervisor to conduct regular reviews of revenue performance and to take actions where revenue is behind budget
- Provide active management of capacity to maximise flight revenue
Coordination with Operations
- Ensure that accurate booking lists for the Cargo Terminal Operator are prepared in in timely manner to execute flight planning and pallet build up plans
Customer Services
- Answer customers’ enquiries, process customers’ off-line booking and e-booking in a timely and professional manner
- Maintain the day-to-day relationship with stakeholders from all sales channels for revenue generation purposes
- Provide superb sales and customer services in all customer touch points so as to drive premium selling rates and regular business
- Champion Cathay products and provide excellent and consistent product solutions to customers
Efficiency Improvement
- Support to implement programmes on e-initiatives to drive penetration of e-Bookings, e-AWB, e-freighter shipment and other Agent Self-Service functions
Financial Risk Management
- Manage credit risks with reference to relevant internal guidelines / IATA local financial criteria where applicable
Partnerships and External Liaisons
- Actively assist the Area Lead / Cargo Supervisor to establish and manage relationships with shippers, key industry and trade partners and associations
- Ensure that recognition is conferred on, and that loyalty is earned from our highest value customers, including Cargo Clan Elite members
Service Delivery and Excellence
- Assist to implement the Cargo Servicing Plan, including supervision of customer service, the operation of the handling agents, and report performance and status both qualitatively and quantitatively
- Drive operational excellence with contracted vendors by managing KPIs and service levels
- Ensure compliance and conformance to established regulatory, corporate and departmental policies and procedures and requirements
- Perform regular quality checks, as required, and completion of proper paperwork, providing feedback to respective stakeholders and work to resolve any problem areas identified
- Support the execution of cargo service delivery strategy
- Liaise closely with all stakeholders to ensure proper communication is maintained and focus areas are aligned
- Ensure that new customers receive assistance and coordination as required to safeguard smooth cargo movements
- Implement the operations plans to optimise booking for space and weight utilisation with cargo sales and service agents, the handling agents and key customers
- Assist to develop local service and standards to streamline cargo procedures to support core and specialised products
- Liaise with various airport authorities, local and government agencies as required
- Help the Cargo Supervisor to ensure that communication of Cathay cargo notices to all employees and suppliers is disseminated and understood
- Perform regular quality checks, as required, and completion of proper paperwork, providing feedback to respective stakeholders and work to resolve any problem areas identified
- Serve as the port designated trainer as required and recommend training programmes
- Control and manage the Unit Load Device inventory level to meet the demand during seasonal peaks for both passenger and freighter services
- Any other reasonable task as requested
E&A
- Emergency and Accident and Crisis Response responsibilities as required
Requirements
Academic Qualifications
- College degree or equivalent
- A qualification in Cargo or logistics in an advantage
Knowledge, Skills, Training and Experience
- Minimum 2 years’ experience in cargo industry would be an added advantage
- Prior customer service experience with demonstrable customer service orientation
- Excellent communication skills
- Highly attentive to detail
- Working knowledge in MS Word, Excel and PowerPoint
- Good analytical, problem solving and planning skills
- Ability to work independently
- Knowledge of CHAMP CargoSpot systems is an advantage
- Adapts to change easily
- A valid Driver’s License and clearance to operate a company vehicle
Personal & Application Information
Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our Applicant Personal Information Collection Statement and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. We keep records of your data for no longer than is necessary for the purpose for which we obtained them and any other permitted linked purposes. If your application is unsuccessful, we will keep your details on file for as long as is necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods.
