Cargo Control Tower Officer - UAEN Only

Etihad Airways; Abu Dhabi; On-site; AED 120,000 - 160,000; Full time

Job summary

A leading airline in Abu Dhabi seeks a Cargo Operations Control Specialist to monitor and track global network shipments. Responsibilities include ensuring timely delivery, engaging stakeholders to resolve issues, and providing 24/7 support for special shipments. Qualifying candidates should have at least 5 years of experience in cargo operations and a diploma in logistics or a related field.

Benefits

24/7 operational support

Career development opportunities

Competitive salary and benefits

Qualifications

• 5 years of relevant experience, preferably in cargo operations/customer experience.
• Good understanding of airfreight specifications and industry standards.
• Fully conversant with cargo handling processes and regulatory compliance.

Responsibilities

• Monitor special loads and cargo shipments to ensure timely processing.
• Engage stakeholders to resolve issues and prevent delays.
• Report on service delivery failures and propose improvements.

Skills

Problem resolution skills

Monitoring and tracking shipments

Stakeholder communication

Education

Diploma in logistics, operations management or related discipline

High school education

Tools

SmartTrack application

Cargo monitoring systems

Job description

Synopsis

Part of a 24/7 Cargo Network Operations Control Tower that provides day-to-day control, live monitoring and proactive follow up of global network shipments, operational performance, deviations and updates stakeholders on service recovery of every irregularity.

On a shift basis, they will monitor different dashboards / SmartTrack application and network 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 the Network.>

Accountabilities

• Monitor and track Special loads, Products and SmartTrack shipments via different platforms and system support to ensure they are processed on time as per SLA.
• Pro-active follow-up and communicate with different stakeholders for any identified gaps or delay in processing cargo via multiple cargo platforms for immediate attention to prevent it from failing the set milestones
• Engage relevant stakeholders in constructive and effective problem resolution, avoiding unnecessary costs and delays in Cargo Delivery
• Real time monitoring via the control tower dashboard and other applications of all Irregularities with dedicated attention to special products, SmartTrack and high value customers.
• Manage network disruptions by notifications and emergency response in situations such as, sitreps, cancellations, airport closures and blackouts.
• Support and actively monitor special shipments, trial shipments, interline transfers and commercial requests. Pro-active recovery, repair and communication in case of deviations
• Responsible for reporting and provide root cause analysis of network service delivery failures, such as MSCA, FDCA, MSAW, FDAW; and for addressing relevant stakeholders for improvement
• Work independently and be able to assess the financial impact of service recovery alternatives, as well as evaluate solutions to best deliver customer satisfaction.
• Provide 24/7 support for Global Partner / VIP escalation and oversight
• Comply with Etihad communication standards and represent the company values towards external and internal customers.
• Perform other department duties related to his/her position as directed by the head of the department

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.
• 5 years relevant experience, preferably at least 3 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/SCustomer Service
• 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 world’s 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 Etihad’s codeshare partners, Etihad’s 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 Etihad’s 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!

To learn more, visit etihad.com

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