Cargo Sales and Services Officer

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

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.

Key Responsibilities

Revenue Generation (Commercial)

• Implement the Cargo Business Plan aligning to Cargo strategies and Key Performance Indicators
• Assist Cargo Manager(s) and coordinate with Cargo Sales team to achieve revenue target and generate ancillary revenue from customer support
• Provide support to manage capacity to maximise flight revenue

Customer Services

• Coordinate with Outdoor Sales to provide customer-centric solutions
• Answer customer enquiries, handle offline booking, and e-booking requests promptly
• Manage daily relationship with stakeholders from sales channels to generate revenue
• Provide sales and customer service at customer touch points to drive premium selling rates and regular business
• Champion Cathay products and provide excellent solutions
• Update shipment status to customers timely and provide appropriate solutions

Support Services

• Support cargo reservations and bookings while providing customer service
• Notify vendors daily of on-time and delayed flights
• Assist in managing Ground Handling Agent and supplier performance, providing guidelines, instructions, and reporting as required
• Support performance targets achievement through operational oversight and participation
• Prepare flight documentation for crew and Customs
• Check post flight documentation
• Prepare post flight reports timely
• Provide freighter catering uplift and last-minute changes
• Coordinate between engineering, airport operations, air traffic control and vendors for communication and service provision
• Coordinate cargo service activities between sales, operations and ground handling to ensure efficient shipment handling
• Communicate with stakeholders -customers, airport and cargo operations, suppliers, and flight crew- through various channels
• Coordinate diversion of Cathay Pacific / Air Hong Kong flights when required
• Assist with crew administration and support matters at the port

Requirements

Ramp Coordinator (RCO

• Monitor and ensure proper execution of procedures by Ramp Handling Operator and Cargo Terminal Operator particularly with special cargo, ad-hoc movements, and freighter loading/unloading
• Monitor the space utilisation for loaded Unit Load Devices and freighter belly capacity
• Ensure aircraft searches required by the Security Programme are completed before loading
• Maintain communications with captain-in-command, Ramp Handling Operator, Cargo Terminal Operator and Cargo Office
• Liaise with Cargo Office to provide updated freighter positioning during schedule disruptions
• Quickly resolve issues on the ramp as required
• Always ensure safe operations, particularly during freighters loading and unloading
• Assess delay causes and advise supervisor with recommendations on accountability for the cause and solution
• Monitor the acceptance and release of special cargo like animals, engine, vehicle, bulky shipment, and odd-sized items
• Coordinate warehouse activities and conduct quality checks on cargo handling from Cargo Terminal Operator and Ramp Handling Operator

Safety, Security and Compliance

• Support compliance with 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 as required

Administrative Support

• Assist with administrative station tasks like SAP
• Support station training activities as required
• Any reasonable task requested

Efficiency Improvement

• Support Cargo Manager to implement programmes on e-initiatives to enhance e-Bookings and Agent Self-Service functions

E&A

• Emergency and Accident and Crisis Response responsibilities as required

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
• Adaptability to change