The Customer Resolution Agent (CRA) is responsible for the efficiency in the overall cargo management warehouse processes to minimize operational hindrances for both import and export cargo.  They work interdepartmental to act as the liaison between Ground Operations, the warehouse, Sales and Customer Service.  The CRA works on ground in warehouse to manage cargo backlog, warehouse on-hand inventory, track and tracing, and acts as a cargo acceptance facilitator. 

• Bridge between Ground Operations and Sales and Customer Service by physically present in the warehouse to maintain, support and improve the overall warehouse processes
• Identify, rectify and follow up on immediate problems by efficient communications with Customer Service, Sales, Ground Operations and any external parties in real time for any discrepancy or abnormalities that can impact a customer
• Facilitate Ground Operations Acceptance process, freight allocation and pallet build-up to ensure any necessary paperwork or issues are resolved quickly and effectively
• Ensure all IRR, Discrepancies and OS&D’s are properly actioned in the appropriate system(s) and documented where required
• When possible, avert and/or diffuse potential problems with irregular cargo
• Daily monitor and preparation of backlog, on-hand and tracing management reports across multiple warehouses and systems
• Keep the team informed of any changes and ensure any displaced shipments are rescheduled
• Work with operations to keep track and monitor movement of on hand shipments and differed cargo
• Work with Sales team to help prioritize and keep high visibility/revenue shipments on schedule
• Generate weekly report for all flight results from previous week with detailed information regarding any IRR
• Maintain a log with detailed information of all operational issues
• Complete and/or maintains reports, messages, files logs and forms
• Shift work covering weekends and midnights are required, subject to flight schedule
• Performs other duties as assigned

• High school or above academic qualifications
• A minimum of two years of airline customer service or cargo-related experience, with understanding on air cargo industry and competition, and aircraft cargo loading capacities would be highly preferable
• Demonstrate proficiency in MS Office (Excel, Word, Teams)
• Demonstrate proficiency with IATA process and procedures
• Understands and use company reports utilized by customer service, and adaptive to new innovative projects and platforms
• Good interpersonal, communication and telephone skills with the ability to multitask and prioritize tasks on hand
• Good problem solving skills and decision-making skills
• Understand and adhere to company policies and procedures
• Must be reliable, flexible and available to work varied hours, weekends and holidays
• Ability to obtain an airport Security Identification Display Area (SIDA) badge required.

The Company is an Equal Opportunity Employer. It is our policy to afford equal employment opportunity to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, national origin, citizenship, place of birth, age, disability, protected veteran status, gender identity or any other characteristic or status protected by applicable in accordance with federal, state and local laws.

If you'd like more information about your EEO rights as an applicant under the law, please download the available EEO is the Law document at http://www1.eeoc.gov/employers/poster.cfm.

To view our Pay Transparency Statement, please click here: Pay Transparency Statement