Company Description
Cathay is a leading premium travel lifestyle brand based in Hong Kong, offering products and services across four lines of business – Premium Travel, Cargo, Low-Cost Travel and Lifestyle. The Cathay Group comprises premium full-service airline Cathay Pacific, cargo business Cathay Cargo, low-cost airline HK Express, express all-cargo carrier Air Hong Kong, and various other subsidiaries.
Cathay Pacific was founded in Hong Kong in 1946. The Group has been deeply committed to its home base, extending to the rest of Greater Bay Area, and making substantial investments to develop Hong Kong as one of the world’s leading international aviation centres.
Role Introduction
Cathay Pacific Airways is looking for an individual in a non-exempt capacity to join our Cargo team in Los Angeles, CA. The successful individual will 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
Overview
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
Efficiency Improvement
- Provide the highest possible quality of services for our customers at any touch point
- Deliver ‘Service Straight From The Heart’ on a daily basis to create genuine connection and memorable experiences for our customers
E&A
- Emergency and Accident and Crisis Response responsibilities as required
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, Process claims and administrative tasks, 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.
- 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.
Requirements
Academic Qualifications
- Post-Secondary Diploma / Certificate in a Cargo or related discipline or equivalent combination of education, training, and experience is required
Knowledge, Skills, Training And Experience
- Minimum 3 years’ experience in cargo operations, sales and customer service role
- Excellent communication and interpersonal skills
- Demonstrable customer service mind-set
- Good decision making and planning skills
- Ability to work independently
- Attentive to detail
- Ability to multi-task
- Adapts to and embraces change
Additional Requirements
- Must possess a valid state issued driver’s license
- Must successfully pass all pre-screening clearances, including a background check and pre-employment drug screen upon contingent job offer
- Obtain and retain necessary credentials and clearances (CBP Customs Seal and Driving Icon) per local requirements
- Strong cognitive reasoning and mathematical skills are essential
- Ability to inspect, secure cargo and assist in manoeuvring loaded pallets up to 50lbs infrequently
- Ability to manage competing priorities in a fast-paced environment
- Comfortable working in and around the warehouse, in aircraft and outdoors on the tarmac in all weather conditions
- Must be willing and able to travel within North America, if required
- Must have the right to live and work in the USA
Background & Security
- Certain Employees will be required to obtain a Security Identification Display Area, (SIDA) badge provided by the airport authority and maintain good standing to retain their SIDA badge.
- Employment will require successful completion of a ‘Background Check’ and ‘Drug Free Workplace’ test
Benefits
Cathay Pacific Airways is proud to offer eligible employees competitive Compensation & Benefits package, as varied by location, regularly scheduled hours worked, length of employment and employment status as highlighted below.
- Travel Privileges on Cathay Pacific Airways Global Network
- Extensive well-being programs including health, dental, prescription, vision, virtual doctor visits and flexible spending accounts and employee assistance program benefits to help you stay well.
- 401K Matching Program
- Paid Holiday & Vacation
- LTD & Basic Life Insurance
- If this position requires a uniform, a uniform allowance will be provided.
- To learn more about Cathay Pacific as a Certified Great Place Employer – Please Click Here’
Salary Range -
The estimated salary range for this role is $92,700 to $139,056 per year. Employee pay will vary based on factors such as qualifications, experience, skill level, competencies and work location.
Personal & Application Information
Cathay Pacific Airways is an Equal Opportunity (EOE) and Affirmative Action (AA) employer. All qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status and other protected status as required by applicable law and will not be discriminated against. Cathay Pacific Airways is an E-Verify participating employer.
If you require assistance or an accommodation in completing any aspect of the application process, please contact the Cathay Americas Recruiting team at: jobs@cathaypacific.com.
