Customer Service Supervisor

GAT Airline Ground Support; Vancouver; On-site; CAD 50,000 - 70,000; Full time

Job summary

A ground support service company in Metro Vancouver is seeking a Customer Service Supervisor to oversee airline operations, ensuring compliance with safety regulations and efficient equipment management. Key responsibilities include monitoring ground support tasks, managing personnel evaluations, and liaising with airline customers. The ideal candidate must have experience in airline customer service and a high school diploma. This role requires flexibility in working hours and a valid driver's license.

Qualifications

• Strong understanding of the airline customer service environment.
• Proven track record in supervising, managing, and evaluating personnel.
• Ability to navigate and utilize electronic devices effectively.

Responsibilities

• Supervise airline customer service operations and functions.
• Monitor safe and efficient operation of ground support equipment.
• Co-ordinate activities with airline customers and local authorities.

Skills

Airline Customer Service understanding

Supervisory experience

Operational planning

Basic computer literacy

Ability to follow safety regulations

Education

High School diploma or GED

Tools

Microsoft Word

Microsoft Excel

Job description

Job Summary: Customer Service Supervisor is responsible for supervising all functions of the airline customer service operations, which include, but are not limited to: auditing flight paperwork to ensure compliance, completing personnel evaluations on leads and trainers. Co-ordinates proper handling of OJI's including the acquisition of medical attention and corporate reporting. Ensures compliance with all safety policies and procedures and working conditions for the entire operation. Attends safety meetings, team meetings, etc., and other airport forums. Handles all location personnel functions, ensuring proper personnel coverage on a daily basis. Serves as the liaison with airline customers as well as local airport authorities.

Job Responsibilities

• Monitoring and responsibility for the safe and efficient operation of all airline ground support equipment
• Reporting discrepancies that may exist both functionally and mechanically on the ground support equipment
• Coordinating between each assigned carrier to ensure that service for cargo and baggage meets the needs of the carrier to ensure on-time schedules are met
• Responsible for equipment and ensuring its safe and efficient operating status
• Confer with other supervisors and managers to coordinate activities with other departments
• Determining manpower requirements; ensuring disciplinary procedures are conducted in a fair, timely, and consistent manner
• Ability to comply with attendance/tardiness standards
• Able to perform under pressure and within fixed time constraints
• Read and interpret aircraft weight and balance loading instructions, hazardous materials identification labels, aircraft loading manifest, and baggage routing tags
• Follows and complies with all federal, state, municipal, airport authority, and carrier rules and regulations
• Ensure crews are being briefed before flights on positions to take and how the flight will work
• Other duties as assigned

Requirements

• Strong understanding of Airline Customer Service
• Experience in the Airport Ground Handling business
• Must possess computer experience (6+ months) and knowledge of Microsoft Word and Excel
• Ability to navigate electronic devices (phones, computers, fax machines, printers, timeclock, etc.)
• A proven track record in supervising a business unit
• Experience in operational planning and resource allocation
• Working knowledge of GSE maintenance issues
• Experience and understanding of commercial issues in aviation
• Must have a High School diploma or GED
• Must be at least 18 years of age
• Capable of processing information in a timely manner
• Must have and maintain a Valid Driver's License
• Able to proficiently speak, read, and write in English
• Basic computer literacy
• Previous ramp or airline experience
• Must successfully complete all training requirements and maintain certifications throughout employment
• Must clear an FBI fingerprint background check
• Must successfully complete all required training

Physical Requirements

• Must be physically fit to perform the duties of the job including but not limited to standing, lifting, bending, pushing, and pulling for extended periods of time
• Capable of repetitively lifting up to 70 pounds in confined spaces and repetitively
• Willing to work outside in all types of weather conditions with exposure to loud noises
• Specific Working Hours
• Must be able and flexible to work variable shifts, weekends, and holidays
• Specific shifts to be determined
• Must be able to work extended hours on short notice during non-routine operations

GAT Airline Ground Support, as an equal opportunity employer, makes hiring decisions based on business needs and the best-qualified candidates available and does not discriminate in its employment decisions on the basis of any protected category.