Cargo Customer Service Supervisor

1 day ago

Sacramento, California, United States Southwest Airlines Full time
Job Summary

The Cargo Customer Service Supervisor plays a vital role in supporting the Southwest Airlines team by championing Freight Agents at the station. This role works collaboratively with Leaders in Cargo and Teams throughout the station to ensure Freight Agents receive the necessary training, communication, awareness of regulations/policies/procedures, and overall support as they process all Cargo Shipments.

Responsibilities
  • Provides special care, attention, and assistance to internal and external SWA Customers as needed
  • Assists in training and mentoring Freight Agents to ensure awareness of appropriate regulations, procedures, and Company policies
  • Evaluates the work performance of Freight Agents to ensure that their work performance, attendance, and appearance meet Company and federal requirements
  • Sets clear expectations on daily assignments and procedures or process changes to Employees
  • Recognizes Team member achievements and ensures appropriate and effective coaching and/or accountability is delivered to address performance shortcomings
  • Actively coordinates with all departments to maintain the station's on-time performance
  • Partners closely with fellow Supervisors and Leadership to achieve Station objectives
  • Ensures all Freight Agents are properly assigned and utilized
  • Requests overtime as needed and maintains maximum use and efficiency of all Employees on duty
  • Proactively reallocates Employees as needed and assigns rest and meal breaks as required
  • Checks on supplies and equipment to determine that freight facility needs are met
  • Works in air freight facilities and may be exposed to a wide variety of weather conditions and jet and machinery noise and fumes
  • Checks cargo information for each flight Handles cash, checks, credit cards, and coupons as forms of payment for shipments
  • Computes charges, makes change and balances daily transactions
  • Monitors, receives, and sends station AMS traffic pertaining to the stations operations and disseminates the information as needed
  • Ensures Federally Mandated screening of all cargo shipments is handled according to the Southwest Airlines and TSA approved security program
  • May perform SIDA signatory responsibilities as assigned
  • Must be able to meet any physical ability requirements listed on this description
  • May perform other job duties as directed by Employee's Leaders
Requirements
  • Ability to successfully complete Freight Agent training and perform all essential job functions of a Freight Agent
  • Ability to assume a high level of responsibility
  • Ability to effectively communicate information and instructions verbally and/or via radio equipment, telephone, face to face, and public address systems
  • Ability to read documents, follow instructions, learn, understand, and teach freight procedures, rules, and regulations
  • Ability to read and write English
  • Ability to type and/or use a computer keyboard with sufficient speed to meet the demands of job
  • Ability to sufficiently use and navigate current computer software, including Microsoft Office products
  • Ability to work in environment with exposure to a wide variety of weather conditions, jet and machinery noises, fumes, dirt and dust for extended periods of time
  • Ability to demonstrate awareness of hazardous situations and maintain safe working environment in addition to handling emergencies as needed
  • Ability to maintain alertness to moving vehicles and aircraft
  • Ability to work safely and with urgency under tight time constraints to accomplish quick turns of aircraft
  • Ability to demonstrate strong organizational skills and attention to detail
  • Ability to solve complex operational problems
  • Ability to manage highly sensitive and confidential information
  • Knowledge of Ramp, Operations, Provisioning and Freight Agent collective bargaining agreements and Company policies and procedures preferred
Education and Experience
  • Required: High School Diploma or GED
  • Preferred: College coursework or degree
  • Preferred: Two years of airline/military related work experience in ramp/operations/provisioning functions
Licensing and Certification
  • Must be able to obtain a SIDA badge and meet all local airport requirements
  • Must possess a valid U.S. driver's license
  • May be required by Station Leadership to obtain a Customs Seal and meet all requirements to work international flights
  • Ability to obtain GSC qualification and comply with DOT drug and alcohol testing program
Physical Abilities
  • Must be able to lift and move items of 70 pounds and/or more on a regular basis and repetitively lift weights of 40 to 50 pounds on raised surfaces. Must be able to climb, bend, kneel, crawl, and stoop on a frequent basis and for extended periods
  • Must be able to work in cramped or high places. Must be able to carry heavy items up and down jetway stairs
  • Must be able to distinguish each color displayed on every type of screening equipment
  • Must be able to hear and respond to the spoken voice an to audible alarms generated by screening equipment
  • Must maintain the ability to wear prescribed uniforms
Other Qualifications
  • Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines
  • Must be a U.S. citizen
  • Must be able to comply with Company attendance standards as described in established guidelines
  • Must be at least 20 years of age
  • Must be able to work various shifts including nights, weekends, holidays, and overtime and some travel may be required for training

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