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The Cargo Reservation Unit is the main point of contact for all Customer enquiries – both Internal and External for Air Canada Cargo within the UK. The Department works closely with Cargo Sales and Capacity Control and Revenue management at Headquarters to generate revenue at every opportunity, increasingly looking for business opportunities for Cargo transiting Canada and beyond on our ever-expanding network.

Responsibilities:

• Provides functional direction to Cargo Sales and Reservation Agents within the department
• Accountable for communication and adherence of Customer Service performance standards to Reservation staff, assisting where required with escalated Customers queries
• Coordinate daily activities, observe workflow, plan and assign duties to Reservation agents as required, allocate rest-breaks in accordance with statutory directives, ensuring efficient use of available resources
• Maintain constructive working relationships with Coordinators, Leads and Managers of Operations and Sales functions, Air Canada stations and other internal Customers through regular dialogue
• Provide support and direction to the Cargo operation in consignment processing, flight planning and capacity control
• Participate in decision making processes to maintain consistent service standards. Ensure clear understanding and in-depth knowledge of our principal Customers business needs and requirements
• Represent Corporate, Branch and/or Departmental interest at meetings with internal and external Customers, including GSAs and ensure current or new legislation procedures are applied correctly
• Have a good knowledge of all Air Canada Cargo products and solutions to ensure we meet with our customers’ expectations
• Upsell and maximise revenue on all Air Canada flights
• Communicate incidents of absences, recommend overtime/undertime as required and provide administration support in preparation of manpower planning/ADP
• Be proactive and visible, provide on the job assistance to employees through coaching and counselling, identify training and learning support requirements of the Department and record them accordingly
• Ensure all members of staff are advised, always updated and adhere to Company policies & procedures
• Provide appraisals for Cargo Sales Manager when required
• Administer workflow GEN, ad-hoc truck ordering, firearm shipping
• Monitor and Manage work done by GSAs to ensure all Company SOPs are adhered to
• Administer and monitor allotments
• Deputise for Cargo Sales Manager when required
• Maintain HAL Airside ID pass as required
• Ensure compliance with ACU online training

Qualifications

• Previous Cargo Customer Service/ Reservation experience an advantage
• Good Computer skills with a high level of accuracy, previous experience of Microsoft office essential
• Good communication skills, verbal & written
• Previous supervisory experience an advantage
• Must be a team leader and represent Air Canada in a professional manner
• Must have the ability to use tact, good judgement and initiative, with flexible attitude and willingness to make decisions for the benefit of both Air Canada Cargo and our Customers
• Ability to work under pressure, plan workload and meet deadlines with minimal supervision
• Ability to access the AC Aeronet and independently research the Air Canada publications to determine Company procedures and processes
• Experience of Weblynx, ABS, Smart load, Salesforce
• DfT Security trained

Conditions of Employment:

• Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.

Linguistic Requirements

Based on equal qualifications, preference will be given to bilingual candidates.

Diversity and Inclusion

Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees’ unique contributions to our company’s success.

As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.

Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted