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Cargo Area Customer Service Manager - Southern Africa
Full time through Job Giant in Johannesburg, South Africa

Cargo Area Customer Service Manager - Southern Africa Full time through Job Giant in Johannesburg, South Africa

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Posted on August 2, 2016

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Cargo Area Customer Service Manager - Southern Africa

Educational Requirements:

Matric or A Levels

Must have relevant tertiary qualifications


Experience Requirements:

Must hold a valid driver's license

Must be computer literate

A minimum of 5 years experience in an operational role at the airport and / or 5 years regional customer service role across multiple stations.

Proven track record in managing multiple suppliers across the area.

Proven people management experience with teams of 50 or more people whilst managing expectations at senior and local levels.

Good commercial and financial acumen and experience in influencing across conflicting spheres of responsibility.

Must be familiar with Customs Procedures

Must have experience in warehouse procedures

Knowledge of CAA rules and regulations

Must have Dangerous Goods Category 6 certificate

Experience of planning, budget and programme management of key initiatives across a broad geographical area.

Track record of delivering operational performance in a challenging environment.

Awareness of working with trade unions, staff associations or similar.

Must have excellent verbal and written communication skills


Through the adherence to process and procedure be accountable, jointly with our commercial colleagues, for the entire freight journey from the point a customer makes reservations to the delivery of the freight at final destination.

Be able to manage and influence across a regional level whilst coordinating a team of GHA staff to efficiently manage the cargo business in each station.

Ensure delivery of a rigorous and disciplined health, safety and security environment for our people and our customers whilst driving constant interaction between all online stations, plus the smaller offline points in the region.

To deliver premium levels of customer service at all IAG Cargo stations across the region through the effective management and leadership of our many diverse private/government run ground handling supplier relationships.

Balance the requirements of National and Local regulatory requirements with those of the EU/UK regulatory bodies whilst coordinating adherence to all internal prescribed operational, safety and security standard operating procedures.

Drive change where needed and lead projects that will help enhance our customer proposition and commercial revenue targets through the pro-active delivery of operational excellence whilst consistently being a step ahead of the competition

Provide coaching, assistance and support to the GHA teams and ensure a fully coordinated approach exists across all stations in the region.

Introduce customer service plans, in conjunction with the Commercial Teams, for the development of key business opportunities.

Be willing to support various business initiatives and projects and champion their implementation across the region.

Identify and implement 'quick fix' solutions and have a thorough understanding of local processes and procedures, especially concerning safety & security requirements and governing bodies across all of the area.

Commercial acumen - identify opportunities to enhance the customer experience and seek ways to gain incremental revenue where possible. Visit and interact with key customers on a regular basis to manage and improve relationships across the freight journey.

Lead, manage and motivate the IAG and GHA Customer Service teams to ensure performance criteria are met.

Work with the Regional Manager and Procurement to drive extra value from supplier contracts.

Monitor and compare operational performance against the prescribed Customer Service indicators (Cargo iQ, DAP, RAP). Identify gaps in performance and implement solutions to maintain and deliver full conformance and premium levels of customer service along the entire freight journey.

Deliver and improve against non-conformance targets and implement a zero-tolerance policy against safety and security issues.

Manage matters such as ULD Management, on-time departures and Despatch of aircraft, liaison with Engineering and cargo operations where aircraft is technical, spot check on loading quality / details and Flight Reporting.

Identify and implement action plans to ensure conformance with health, safety or security requirements, on a timely basis and in conjunction with the internal Asset Protection, NSC and Aviation Security teams.

Professionally manage any 'new station start up plans' if required & possibly supporting initiatives and/or projects in other regions within the Regional manager's area of responsibility.

Ensure that the customer service cost budget for the area is consistently delivered within budget tracking invoices and reporting progress on monthly MBR reports.

Manage the station control manual.

Work closely with our London operations colleagues to identify ways and means of continuously improving service levels to our customers and optimising the freight journey.

Awareness of and ability to deliver e-AWB/ e-freight/cargo iQ and other industry initiatives

Deputise for the Regional Manager when necessary.


Depending on experience

Medical aid, Petrol for business travel and cell phone for business use.

Must have strong leadership qualities

Must be a self-starter and able to work independently

Location: East Rand - OR Tambo Cargo Section


Note: Relevant experience is required; if you do not possess essentials please do not apply as your application will not be considered Only individuals that meet the requirements and who are consistently meeting the minimum performance criteria in their current role will be considered. If you have not heard from us within 2 weeks from application please consider your application as unsuccessful.

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