Established in 1960, Perimeter Aviation LP is a diversified company that is a subsidiary of the Exchange Income Corporation which has recently grown through the merger with Bearskin Airlines. With approximately 900 employees, we operate a fleet of 45+ aircraft including the Metro 2, 3, 23, Merlin and Dash 8 aircraft. We are based in Winnipeg and Thompson, Manitoba as well as Sioux Lookout, Timmins, Thunder Bay, and Toronto Ontario. We provide scheduled passenger and freight services to Northern Manitoba and Northern Ontario, 24/7 North American charter services, Medical evacuation services and a full-service maintenance facility including design engineering, NDT, and Garrett turbine engine services.

We are a Canadian company, proudly building a diverse workforce that is driven by a shared sense of community, customer service and a dedication to safety. We’re fostering a culture where our employees will feel proud of the work they do and the company they work for. We seek employees with a positive attitude in providing excellent service to the communities in our network.

Position Summary

Reporting to the YWG Base Manager, the Baggage Tracer is responsible for tracing lost, delayed, or misdirected baggage for customers, to ensure timely resolution and exceptional customer service. This role involves tracking and recovering misplaced luggage, maintaining accurate records, and collaborating with customers, and other company personnel, to deliver effective solutions.

Personal Characteristics

• Highly flexible, with the ability to respond quickly in a dynamic environment
• Professional and respectful, with a positive work attitude
• Timely with a high level of commitment to on-time performance is essential
• Motivated with the ability to work independently and as part of a team
• Effective verbal and written communication skills
• High level of respect, understanding and regard for First Nations communities
• Able to think critically and act logically to evaluate situations and provide sound judgment
• Able to build and maintain lasting relationships with all departments, business partners and customers
• Superior time management skills, multitasking skills and the ability to prioritize tasks
• Strong problem-solving and analytical skills
• Able to handle stressful situations in a calm and effective manner
• Customer service oriented with a commitment to exceptional service
• Strong attention to detail
• Work well under pressure and exercise tact and patience when dealing with both employees and customers

Key Responsibilities and Accountabilities

• Trace lost or misdirected baggage and maintain shipping and other records
• Coordinate with Northern Station teams and external courier services to expedite baggage recovery and delivery
• Respond promptly to customer feedback regarding baggage related issues via phone, email, or in person
• Monitor and respond to connecting baggage and customer emails related to baggage claims and other baggage related inquiries in a timely manner
• Maintain accurate records of delayed and rerouted baggage and report to the Claims Supervisor accordingly
• Prepare reports on delayed baggage and customer feedback trends for internal review
• Work closely with other departments to ensure seamless baggage handling
• Maintain and the cleanliness and organization of the delayed baggage room. Accurately document all items received and claimed daily.
• Ensure all procedures and policies related to baggage handling are strictly followed
• Actively participate in the Company’s Safety Management System
• Perform additional duties as assigned

Minimum Education, Experience and Certifications

• High school diploma or General Education Degree (GED) equivalent
• Indigenous and Cultural Awareness Training considered an asset
• Must be able to obtain and maintain any applicable transportation security clearances and additional authorizations
• Previous customer service experience considered an asset
• Previous experience with an Airline Reservation Software System considered an asset (Amelia preferred)
• Experience using Microsoft Office Suite (Outlook, Excel, Word)

Working Conditions

• Physically able to perform all listed job duties
• Travel by aircraft and other means as required by role
• Work performed primarily in an office environment
• Manual dexterity required to use desktop computer and telephone
• Work performed both indoors and outdoors; employee must be able to adapt to all outdoor weather conditions
• Able to lift and carry up to 50lbs
• Work performed in multiple environments; contact with staff and the general public

Methods and procedures described or implied in the job profile may be altered to accommodate employees.

Perimeter Aviation’s hiring policy is to recruit and select the best applicant for employment solely on the basis of their qualifications for the position. Perimeter Aviation LP does not discriminate against applicants based on race, national or ethnic origin, colour, religion, age, sex, sexual orientation, marital status, family status, disability or a conviction for which a pardon has been granted.

We thank all candidates for their interest in the position; however only those selected for an interview will be contacted.

Applicants will be reviewed on a rolling basis which may result in an earlier application deadline.