Cargo Services Officer

Move Beyond! To move people forward in life - We are the people behind Cathay Pacific.  We are proud of our Hong Kong heritage but equally proud of the global, diverse workforce that makes us who we are.  We are relentlessly driven to create lifetime customer loyalty, value for our shareholders and satisfaction and enrichment for our employees.  We are a complex global business, but we are also family. And whether we are in the cockpit or behind a desk, moving cargo, checking our passengers in or ensuring they are safe and comfortable while in the air, we are all one team, focused on delivering one world-class airline operation.  Join us and discover just how far you can go!

Cathay Pacific Airways is looking for an enthusiastic, service-oriented individual to join the Cargo team full-time in Toronto, Ontario. The successful candidate will assist with the operational and reservation functions for the port including oversight of suppliers to ensure compliance to Cathay Service levels and regulatory requirements. The candidate will also being providing support to port management to drive service excellence while also ensuring the highest standards of safety.

Customer Service

• Support cargo reservations and bookings whilst providing exemplary customer service
• Provide timely vendor notification for on time and delayed flights
• Provide timely shipment status updates to customers
• Help to manage Ground Handling Agent performance and provide guidelines and instructions
• Support the established performance targets through operational oversight and participation

Administrative Support

• Prepare flight documentation for crew and Customs
• Check and review post flight documentation
• Prepare post flight reports in a timely and accurate manner
• Provide freighter catering uplift and last minute changes
• Coordinate effectively between engineering, airport operations, air traffic control and vendors to ensure smooth communication and service provision
• Coordinate cargo service activities between sales, operations and ground handling in order to ensure efficient handling of shipments
• Communicate effectively via various channels stakeholders including customers, airport and cargo operations, suppliers, flight crew etc.
• Assist with various administrative station tasks such as SAP
• Coordinate weather diversions at diversion sites
• Handle diversion of Cathay Pacific Flights whenrequired
• Assist with crew administration and support matters at the port
• Support station training activities as required
• Support station management in supplier oversight including reporting Ground Handling Agent performance issues
• Any other reasonable task as requested

Ramp Coordinator (RCO) - note typically for Freighter ports so may not be applicable for every Cargo Services Officer role

• Monitor and ensure the required procedures are properly carried out by Ramp Handling Operator and the Cargo Terminal Operator particularly for special cargo, movement of in/out cargo and mail units on an ad-hoc basis, loading and unloading of freighter, etc.
• Monitor the optimization of space utilization for loaded Unit Load Devices and the belly of freighters
• Ensure aircraft searches required by the Security Program are conducted prior to loading
• Maintain good communications with captain-in-command, Ramp Handling Operator, Cargo Terminal Operator and the Cargo Office
• Liaise closely with the Cargo Officeto provide up to date information of freighter positioning when there is disruption of schedule
• Quickly resolve issues on the ramp as required
• Ensure safe operations are maintained at times particularly during loading and unloading of freighters
• Assess the cause of any delay and provide recommendations to the immediate supervisor on accountability for the cause and solution
• Monitor the acceptance and release of such special cargo as animals, engine, vehicle, bulky shipment, and odd-sized items
• Coordinate the activities in the warehouse and conduct quality checks on cargo handling from the Cargo Terminal Operator and the Ramp Handling Operator
• Any other reasonable task as requested

Safety, Security andCompliance

• Help to ensure compliance and conformance to all regulatory and internal safety, security, quality, and procedural requirements
• Undertake quality check programs established by Head Office and participate in audits as required

E&A

• Emergency and Accident and Crisis Response responsibilities as required

Academic Qualifications

• Completion of High School / GED or equivalent combination of education, training, and experience is required

Knowledge, Skills, Training and Experience

• Minimum 2 years’ experience in the cargo industry is an advantage
• Strong communication skills
• Natural customer service orientation
• Attentive to detail
• Knowledge of MS Word, Excel and PowerPoint

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
• Must successfully pass safety training examination and receive certification before starting operations
• Strong cognitive reasoning and mathematical skills are essential
• Ability to inspect and assist in manoeuvring loaded pallets up to 50 lbs frequently
• Ability to manage competing priorities in a fast-paced environment with tight deadlines
• Comfortable working at the warehouse, on aircraft, and outdoors on the tarmac in all weather conditions
• Must be able to work a variety of shifts including days, weekends, nights, holidays, and overtime as required based on operational need
• Must have the right to live and work in  Canada

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.
• Pension 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

Cathay Pacific Airways Limited is committed to employment equity, supports diversity in the workplace and encourages application from all qualified individuals including women, members of visible minorities, Aboriginal peoples and persons with disabilities. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.

If you require assistance or an accommodation in completing any aspect of the application process, please contact the Cathay Americas Recruiting team at: jobscathaypacific.com.