Cargo Customer Services Supervisor

Cargo Customer Services Supervisor Jobs in Dubai, UAE

In this role, you will:

• Deploy

–            Plans staff and prepares rosters to ensure that appropriate resources are in place to accommodate the planned workload, training and leave requirements to ensure optimum utilisation of resources is achieved

• Lead

–            Organises and supervises the work of a small team of direct reports to ensure that work is completed efficiently and in compliance with procedures

–            Meets with staff to update them regularly about changes in the systems (new destinations, tariff, fuel surcharge, embargo, restrictions, etc?

• Execute

–            Complies with all relevant safety, quality and environmental management policies, procedures and controls to ensure a healthy and safe work environment

–            Ensures safety of staff and that they have the skills, knowledge, and confidence to work safely by providing support, direction for the desired safety behaviours and leading with safety

–            Implements departmental policies, processes, procedures and provides instructions to the team on the day of operations

–            Implements day-to-day operations assigned and ensures compliance with the established standards and procedures

–            Contributes to the identification of opportunities for continuous improvement of systems, processes and practices, cost reduction and productivity improvement

–            Builds and maintains relationships with internal and external customers to contribute in providing customer service, product quality excellence and growth.

–            Works with Sales Manager/ Terminal Services Controller ? Cargo to analyse market & product problems, detect training deficiencies and provide recommendations on product enhancement

–            Reviews and evaluates the rate to meet the production and service objectives against the agreed parameters / benchmarks to ensure that the required recommendation around quality and production improvement is provided.

–            Ensures the Inventory/ Database/ Call Centre Rates system is accurately updated by the Cargo Assistant (CA)/ Senior Cargo Assistant (SA). Ensures dnata cargo/ Calogi Daily/ Weekly/ Monthly/ Yearly reports are checked & forwarded to the Higher Management with accurate information.

–            Coordinates the interface with Calogi customers and terminal operations staff to ensure timely response of services maintaining high level of customer satisfaction.

–            Ensures that the mailboxes Complaints, Compliments & Customer Relations are acknowledged in timely manner by the team and takes corrective action against any deviation from the standard practice.

–            Follows up on critical customer complaints by attending to them and initiating relevant action on functional and operational issues to ensure customer satisfaction and long-term relationships is maintained.

–            Conduct Weekly meetings with the Calogi Support team to discuss the issues/ discrepancies for the week and the appropriate action taken to maintain the Quality standards.

Qualifications & Experience

To be considered for the role, you must meet the below requirements:

• Logistics/Cargo. Air Cargo.
• High School with certificate (12 years of schooling)
• 4 to 6 years of experience in Air Cargo Operations
• Proficient knowledge of IATA rules, regulations, procedures, Cargo Tariff
• Proficient knowledge of import and export rules and regulations
• Proficient Data Collection and Analysis Skills
• Proficient IT and Computer Literacy Skills
• English Language Skills
• Proficient Communication Skills
• Proficient Negotiation Skills
• Proficient Professional Writing Skills
• Proficient Safety Awareness Skills.