Cargo account and service agent Brussels

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Location: Brussel
Job type: Permanent
Aircraft type:
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Sector: Freight, Cargo & Logistics
Job Role:

Cargo account and service agent, Brussels

Misison

The Cargo Account and Service Agent is responsible to provide in the day-to-day operations a positive customer experience and for resolving queries to assure Brussels Airlines Cargo high service level.

Working as part of a team , the Cargo Account and Service Agent serves the Belgian market, runs the BRU hub and support the outstations by

* being the single point of contact for the day-to-day inquiries of Belgian customers;

* planning the dispatching of all bookings on the flights leaving BRU and resolving any issues when encountered;

* supervising all import or transit shipments in BRU;

* providing second level support to our worldwide customer service agents.

In this role, she / he interacts with customers and with internal departments and external suppliers. She / he is able to organise the workflow to meet internal & external customers timeframes.

Tasks

Quality Assurance: Assure the respect of all procedures and rules and assure required quality and safety for Cargo Handling of own staff and outsourced suppliers in BRU and through the network (both online & offline). Has daily contact with Customs to ensure custom and documentation compliancy. Follows up and adjusts mail processes (V-mail).

Account services: Deals directly with Belgian customers by telephone and mail and is their single point of contact for day-to-day inquiries. She/he assures efficient and prompt handling of

* air cargo reservations;

* inquiries about services and pricing;

* inquiries / problems encountered by clients and liaise with the relevant internal and external parties in order to resolve the issues. She / he keeps the customer informed of the progress of the query customer complaints

As part of these duties, she / he:

* accurately tracks customer queries considering she / he is part of a team and other agents might be following up;

* provides a common customer experience considering however the specific customer requirements;

* builds awareness of Brussels Airlines Cargo products and services through customer interactions;

* develops relationships with customers beyond the required professional interaction

* informs the relevant Managers (in Sales, Operations, …) of pending issues or areas where assistance is required.

Central services: Assure smooth & cost conscious operations and maximal revenue generation by

* calculating and distributing on a daily basis the capacity overview;

* preparing the flight booking lists considering the priorities of the shipments and requesting the correct configuration of aircraft (if needed);

* performing correct flight follow up (manifest & AWB, offloads,…) and implement the required corrective actions (including communication to the customer / it’s Brussels Airlines’ representative);

* assisting with the recovery of any inquire & problem linked to shipments in BRU or in non-SN outstations (for interlines) and keeping the requesting point-of-sales informed of the status;

* assisting with any requests from the management (linked to commercial, operations, business excellence, …);

* tasking and supervising the correct execution of the different cargo suppliers (such as SN’s GHA in BRU, interlines partners and their GHA, trucking companies,…) to avoid irregularities. In case of irregularities, by detecting it immediately and implementing corrective actions accordingly;

Cargo support: The Cargo Account & Service Agent will also be tasked periodically to manage the “cargo support” mailbox, being the single point of contact for any request from the worldwide Brussels Airlines Cargo organization (own staff or GSSA). In this “cargo support” role, he / she is responsible for a.o.

*

* providing assistance with any sales request of outstations (e.g. for booking of interlines);

* handling any customer request on the website;

* the irregularity reporting and follow up of the outstations;

* proof-of-delivery of mail

* assisting the operations in outstations with any requests concerning special products (AVI/DG/…..);

* loading ad hoc schedule changes in Cargospot;

* in case she / he cannot handle a request, directing the requests and unresolved issues to the responsible department (operations, business Excellence,…);

* prepare and distribute activity reports

Profile

* Bachelor Degree or equivalent

* 2 years of experience

* Operational Cargo Handling background

* Specialist know-how on at least one of the specific subfields of the job

* Knowledge regarding Cargo Handling;

* Current with the applicable Dangerous Goods Regulations;

* Internal directives with regard to Special Products (Pharma, AVI, …);

* Cargo related IT systems (Cargospot, vMail, CargoHub, …);

* Familiar with MS Office applications (Outlook, Word, Excel,…);

* Basic know-how of Airlines Ground Operations;

* Dutch, French and English proficiency (reading, writing, speaking and listening)

* Good communicator and customer centric;

* Organizational and planning skills;

* Stress tolerance;

* Flexible;

* Ability to analyze problems and identify solutions;

* Attention to details and accuracy;

* Teamplayer
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