Controller (Cargo) Etihad Airways Abu Dhabi UAE

On a shift basis, a Cargo Manager 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.

Responsibilities of a Cargo Controller

•  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.
• 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.

What You Will Do

• 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 1st 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. Also, evaluate solutions to best deliver customer satisfaction.
• Comply with Etihad communication standards and represent the company values towards external and internal customers.

Eligibility Criteria

• Highschool Diploma.
• At least 3 years of Cargo Operations and / or Cargo Customer Experience.

Knowledge and Skills

• 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.
• Fully Conversant with Cargo Handling Processes, Procedures and Regulatory Compliance Expectations.

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