Cargo Customer Service Representative

3 weeks ago

Metro Manila, Philippines Aviation Solutions GSA Philippines Full time

Job Summary: The Cargo Customer Service Representative is responsible for managing cargo booking requests, ensuring smooth coordination between clients, agents, and airline operations. This role includes providing flight schedules, negotiating rates, monitoring shipments, and supporting Ground Handling Agents (GHA) during flight operations. Additionally, the position requires updating booking rates, preparing reports, and addressing irregularities in cargo handling to meet airline standards and client satisfaction.

Key Responsibilities:

  • Cargo Booking and Client Coordination:
  • Handle cargo booking requests, providing flight schedules with available capacity.
  • Coordinate and negotiate requested flight options and rates with agents, Revenue Management, and Regional Office.
  • Offer alternative solutions to cater to client booking requests and expand the market by offering new routes via telemarketing.
  • Manage inquiries regarding regular and special cargo acceptance and ensure proper booking in the system in line with SOPs.
  • Regularly update agents on booking status and monitor capacity dashboards to evaluate requests.
  • Assist AP bookings and manage cargo rebate requests
    • Shipment Monitoring and Irregularity Handling:
    • Monitor flown shipments from departure to delivery, ensuring smooth cargo transfer and delivery to consignee.
    • Update agents on shipment statuses, handle irregularities such as delays or damages, and conduct investigations to resolve issues.
    • Share updated monitoring files and prepare irregularity reports for client reference.
    • Provide pre-alerts for VIP shipments and ensure timely coordination for on-time deliveries.
    • Address requests for Cargo Charges Correction Advice (CCA).
    • Rate Management:
    • Ensure correct pricing is applied during booking, as per client agreements, and update rates in the system.
    • Coordinate pending rate cases with Revenue Management and regional offices.
    • Collaborate with sales to verify rates and handle inquiries from finance regarding rate discrepancies.
      • Support for GHA Operations:
      • Assist Ground Handling Agents during flight operations, creating realistic cargo loading plans.
      • Address GHA concerns regarding system errors and support document completion by coordinating with clients.
      • Coordinate ULD (Unit Load Device) pull-outs and other client requests related to cargo transfer and document verification.
        • Administrative and Reporting Support:
        • Prepare and submit weekly and monthly reports within specified timelines.
        • Secure flight manifests from GHAs and ensure proper documentation of cargo operations.
        • Assist in registering shipments and notify agents of registry information for CRK, MNL, and CEB.

          Qualifications:

          • Must possess Bachelor's Degree
          • Strong communication and negotiation skills.
          • Experience in logistics or cargo operations and sales.
            • Familiarity with airline booking systems and cargo handling processes.
              Summary of role requirements:
            • Looking for candidates available to work:
            • Monday: Morning
          • Tuesday: Morning
        • Wednesday: Morning
      • Thursday: Morning
    • Friday: Morning
  • Saturday: Morning
1 year of relevant work experience required for this roleWorking rights required for this role

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