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Synopsis
Part of a 24/7 Cargo Operations Center that provides live monitoring of shipments focused on high yield products and special loads, service recovery of every irregularity and proactive communication with affected customers.
On a shift basis, they will monitor different dashboards and KPIs based on defined performance requirements in relation to OTP, Cargo IQ standards, SLAs, FAP, etc. They must ensure safe, secure and on time delivery of all high profile shipments on key routes flights, by close coordination with relevant stakeholders all across HUB and Network.
Accountabilities
• Monitor and track Special loads and Products via different platforms and system support to ensure they are processed on time as per SLA
• Communicate with different stakeholders for any identified gaps or delay in processing cargo via different cargo milestone for immediate attention to prevent it from failing
• Act swiftly and communicate proactively with customers and internal parties about any change in bookings and address root causes on relevant deviations, seeking continuous process improvements.
• Engage relevant stakeholders in constructive and effective problem resolution, avoiding unnecessary costs and delays in Cargo Delivery
• Real time monitoring of all Irregularities with dedicated attention to special products and high value customers.
• Support the Commercial Products and Hub Quality Team by taking full responsibility of the end-to-end shipment process monitoring.
• Support in setting up measurement tools and implementation of relevant KPIs within the department
• Responsible in reporting and provide root cause analysis of service delivery failures, such as MSCA, FDCA, MSAW, FDAW; and for addressing relevant stakeholders for improvement
• Provide 1st level of investigation on reported service failures and delays, arranging efficient recovery
• Work independently and be able to assess the financial impact of service recovery alternatives, as well as evaluate solutions to best deliver customer satisfaction.
• Comply with Etihad communication standards and represent the company values towards external and internal customers.
Education & Experience
• Educated to at least high school level, preferably diploma level in logistics, operations management or related discipline; with acquired specialization in cargo handling operations,.
• At least three years of cargo operations and/or cargo customer experience.
• Good understanding of computer airfreight specifications
• In depth knowledge of industry standards and Legal Regulations
• Industry training in DG/AVI/ Cargo Operations/Security/Customer Service
• Fully conversant with cargo handling processes, procedures and regulatory compliance expectations
About Etihad Airways
Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world’s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad’s codeshare partners, Etihad’s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. Etihad is recognised as one of the world’s leading airlines in response to COVID-19 and was the first airline in the world to fully vaccinate its crew on board.
Etihad sees tackling the climate crisis as the most important issue of our time, and through strategic partnerships with major global aviation brands and OEMs, Etihad is relentless in its pursuit of industry decarbonisation.
To learn more, visit etihad.com
