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Cargo Officer

  • Cargo Operations
  • Hangzhou, Mainland China
  • Cathay Dragon

Cathay Dragon, an affiliate member of oneworld, is a Hong Kong-based international airline, and a member of the Cathay Pacific Group. Established in 1985, the airline now operates a fleet of 19 A330-300s, eight A321s and 15 A320s providing quality passenger and cargo services. The airline's network covers 53 destinations across the Asia-Pacific region, including 23 in Mainland China.

Cathay Dragon operates about 400 flights a week to the Mainland, offering quality services to passengers around the region. The airline’s expertise has been recognised in its winning the Best Airline – China category for six consecutive years in the respected Skytrax passenger survey. It has also been voted "Best Regional Airline Asia" in the survey in 2011, 2013 and 2015, as well as “World’s Best Regional Airline” in 2010, 2011, 2013 and 2015. 

Cathay Dragon aims to ensure that its passengers’ in-flight experience is as enjoyable and as comfortable as possible. The influence of traditional Asian hospitality is felt on each Cathay Dragon flight through the personal service and attention to detail provided by dedicated and professional cabin staff. The airline is committed to continuous improvements in service to provide its passengers with an even more pleasurable and comfortable flying experience.

Notes:

  1. All China based positions are subject to local terms and conditions.
  2. Applicants must have the right to live and work in Mainland China. We are unable to assist applicants with visa or work permit applications.
  3. Once employment is confirmed, the employment contract and personnel file will be arranged through local FESCO.

Purpose

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 responsibilities and tasks

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 Service

  • 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 (if applicable)

  • Manage credit risks with reference to relevant internal guidelines / IATA local financial criteria where applicable

Partnerships and External Liaisons

  • Actively assist the Area Manager / Cargo Supervisor to establish and manage relationships with shippers, key industry and trade partners and associations so that Company interests are well represented
  • 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 Key Performance Indicators 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 as established by Head Office and Regional Management
  • 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
  • Assist or participate local Emergency and Accident activities as directed
  • Conduct regular meetings with service vendors to review performance and provide education on updated policies
  • 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

Operational Duty Holder (if applicable)

  • This position is the Operational Duty Holder of port Hangzhou 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 CSD).
  • This position is the Remote Operational Duty Holder of port Hangzhou (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 CSD).
  • This position is the Operational Duty Holder Delegate of port Hangzhou (if ODH Delegate applies).
  • To fulfil the detailed Cargo Operational Duty Holder responsibilities, for Cathay Pacific and Cathay Dragon, as per the requirements of the “Best Practice for Cargo Operation Duty Holder - Port” documented in IntraCX/Dragonet Cargo 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

E&A

  • Emergency and Accident and Crisis Response responsibilities as required

Qualifications / Experience

Academic qualifications

  • Colleges graduation
  • 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

Cathay Dragon is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.