Cargo Services Support Officer (Location: Shanghai)

  • CSD - Cargo Services Delivery
  • Shanghai, Chinese mainland
  • Cathay Pacific
  • Application Deadline
    31 Dec 2021
Company Description

At Cathay Pacific, we share one common aspiration: to be the world's best airline. We believe in looking for the best in our people, in working as a team, in doing the right thing by our shareholders and our communities.

With a global team, we offer a diverse range of career choices and opportunities - in the air, on the ground; in customer service, in the office; managerial or professional roles. Our team of great people each plays a key role to deliver the quality service that we are famous for.


  1. All Chinese mainland based positions are subject to local terms and conditions.
  2. Applicants must have the right to live and work in Chinese mainland. 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/ FASCO.
Role Introduction

To support the Regional Cargo Services Manager in executing various regional cargo services and delivery strategies and initiatives including supplier management, as well as audits and analysis of regional service performance and supporting the execution of services for specialised products. 

Key Responsibilities

Port Level

  • Assist to develop and implement the cargo servicing plan and monitor accordingly which includes the supervision of customer service, the operation of handling agents, reporting performance and status both qualitatively and quantitatively
  • Support management to drive operational excellence with contracted vendors by managing key performance indicators and service levels
  • Help to ensure compliance and conformance to safety and security standards, established regulatory, corporate and departmental policies and procedures and requirements
  • Support the execution of the cargo sales and cargo service delivery strategy as established by Head Office and Regional Management
  • Liaise closely with all port, regional and corporate stakeholders to ensure strong communication is maintained and focus areas are aligned
  • Support in the identification of future service and manpower needs, standardise and implement procedures, recommend and conduct training of cargo team members and suppliers
  • Assist the Area Cargo Manager and the District Cargo Manager to communicate with agents to maintain and increase customer base and revenue
  • Ensure that new cargo accounts receive assistance and coordination of cargo movements
  • Help to implement operations plans to optimise bookings for space and weight utilisation with cargo sales and service agents, the handling agents and key customers
  • Refine local service and standards to streamline cargo procedures to support core and specialised products
  • Maintain Standard Operating Procedures and training records for the port and suppliers
  • Assist with major forwarders by recommending sales and servicing plans
  • Liaise with various airport authorities, local and government agencies as required
  • Assist management with local Emergency and Accident activities as and when required
  • Coordinate regular meetings with service vendors to review performances and update new policies
  • Participate in meetings with internal and external departments and entities as required
  • Serve as the local representative for all contracted vendors and regulatory bodies as requested
  • Assist the Regional Cargo Services Manager to review the port performance and help to establish an action plan to drive improvement
  • Act as trainer for cargo services as required
  • Participate in audits including pre-assessments for new port or a changeover of Ground Handling Agent
  • Be conversant with acceptance and loading procedures for special shipments, such as animal, turbine engine, oversized and heavy goods etc.

Regional Level

  • Complete the monthly port visit and assessment of port and supplier performance report
  • Work with the Regional Cargo Services Manager to analyse and generate regional reports related to supplier performance and service trends
  • Help to drive improvement to meet or exceed set service targets
  • Support the Regional Cargo Services Manager to drive port performance and raise service awareness
  • Identify potential risks related to service levels and non-conformance and compliance matters
  • Actively support investigations into safety and service irregularities and incidents
  • Serve as a regional product specialist
  • Support individual clustered ports with operational needs as directed by the Regional Cargo Services Manager
  • Maintain good communication with the regional cargo management team related to port visits, service items and regional services
  • Provide training support to the Learning Academy and People Manager
  • Any other reasonable task as requested


  • Emergency and Accident and Crisis Response responsibilities as required

Academic qualifications

  • College degree or above

Knowledge, skills, training and experience

  • Minimum 2-3 years’ experience in cargo operations, sales and customer service role
  • In-depth communication, management and demonstrated leadership ability
  • Good decision making and planning skills
  • Excellent communication skills
  • Ability to work independently
  • Attentive to detail
  • Ability to multi-task
Personal & Application Information

Cathay Pacific 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.

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