Cargo Controller

Job description / Role

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 milestones 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 first 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

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

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• 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 worlds 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 Etihads codeshare partners, Etihads 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. All this ties into Etihads ambitious Journey 2030 strategy. The airline plans to double its fleet size and triple the number of customers over the next six years as it sets out to be the airline everyone wants to fly!

Recruitment Fraud Alert

Beware of fraudulent job offers from individuals or organizations claiming to represent the Etihad group. We will never ask for personal information, bank details, or payment during the recruitment process. Interviews are conducted face-to-face or via video/telephone before any formal offer. If you are asked for money, please treat it as fraudulent.

About the Company

Etihad Airways is the National Airline of the United Arab Emirates. The airline was set up by a Royal Decree in July 2003, with Abu Dhabi, the capital of the UAE, as its hub. Etihad started commercial operations in November 2003.

With Etihad, everyone who flies with us is welcomed as our guest.

This simple credo illuminates everything we do, from big things like making sure that our fleet is one of the most advanced in the sky, to small touches like letting you choose the films you watch.

Were proud to be the National Airline of the United Arab Emirates. At the crossroads between Europe and Asia, our home reflects our commitment to bringing the world closer together - as does our highly cosmopolitan staff.