Cargo Controller

Job Overview

The Cargo Controller will be integrated into a 24/7 Cargo Operations Center dedicated to live monitoring of shipments, focusing especially on high-value products and specialized loads. This role involves service recovery for any operational irregularities and proactive communication with customers impacted by such events.

Key Duties and Responsibilities

• Monitor various dashboards and key performance indicators (KPIs) according to performance standards like OTP, Cargo IQ, SLAs, and FAP during assigned shifts.
• Ensure safe, secure, and timely delivery of critical shipments on major routes by coordinating closely with relevant stakeholders throughout the HUB and network.
• Conduct initial investigations into service failures and delays, facilitating efficient recovery actions independently.
• Assess financial impacts of recovery options and determine solutions aimed at maximizing customer satisfaction.
• Adhere to Etihad's communication protocols and embody company values in interactions with customers and colleagues.
• Make daily operational decisions to identify and mitigate safety and security risks, escalating significant issues to appropriate management.
• Monitor and follow up on special loads and products using multiple platforms to ensure adherence to service level agreements (SLAs).
• Communicate proactively with internal and external stakeholders about any delays or processing gaps to prevent failures.
• Act promptly to inform customers and internal teams regarding booking changes and address root causes behind deviations seeking process improvements.
• Engage collaboratively with stakeholders to resolve problems effectively, minimizing costs and delays in cargo delivery.
• Provide real-time tracking of irregularities focusing on special products and high-value clients.
• Support Commercial Products and Hub Quality Teams by managing end-to-end shipment process monitoring responsibilities.

Qualifications and Experience

• Minimum education: high school diploma, preferably a diploma in logistics, operations management, or related field with specialization in cargo handling operations.
• At least three years of experience in cargo operations and/or cargo customer service roles.
• Good knowledge of computer airfreight specifications.
• Comprehensive understanding of industry standards and legal regulations.
• Relevant industry training in Dangerous Goods (DG), Aviation (AVI), Cargo Operations, Security, and Customer Service.
• Complete familiarity with cargo handling procedures, regulatory compliance, and operational protocols.

Additional Information

Etihad Airways is the UAE's national airline, pioneering the future of global aviation. Based in Abu Dhabi, it connects diverse cultures and people worldwide while pursuing its Journey 2030 plan to expand its fleet, networks, and workforce. The company fosters a workplace where extraordinary experiences and opportunities abound.

Recruitment Fraud Warning: Applicants should be cautious of fraudulent job offers purportedly from Etihad. The company never requests personal banking details or any form of payment during recruitment. Official interviews occur face-to-face or via video/phone prior to any formal offer. Any request for money should be treated as fraudulent.