Job Title: Cargo Operations Assistant
Reports to: Cargo Executive
Department: Ground Services
Location: Nairobi, Kenya
Role Purpose Statement:
To support the Cargo Department by providing efficient administrative services, ensuring smooth
cargo operations, and delivering excellent customer service to contribute to sales and revenue targets
through effective cargo bookings, query handling, and proactive monitoring of cargo movement. This
includes managing customer interactions, processing bookings, coordinating with stakeholders,
maintaining safety standards, and ensuring timely shipment execution while adhering to cut-off times
and resolving customer queries and claims.
Key Accountabilities/Responsibilities:
1. To provide excellent customer service to the Cargo Department while generating sales and
ensure customer satisfaction and retention.
2. Maintain the safety awareness program primarily airside/ramp safety.
3. Ensure high level of customer service.
4. Assist customers by providing timely response on Cargo queries both on calls and emails.
5. Assist in administration of cargo bookings, e.g. loading flight reservations into system /
template, ensuring they are properly input and cutting of airway bill.
6. Coordinate with transporter, carrier and supplier to ensure timely receiving of cargo for
shipment execution.
7. Maintain cut off times to avoid flight delays.
8. Update shipment data into the cargo management system and Airline systems.
9. Assist in planning of daily load of flights.
10. Ensure smooth uplifting of shipment by monitoring cargo movement through and follow from
warehouse, doing checks at cargo warehouse, attending flights at tarmac etc.
11. Adhere to safety by working closely with flight operations.
12. Follow up with customers on any claims for missing or damaged cargo and any reservations
queries.
Know How:
a) Technical Knowledge: Basic understanding of air cargo operations and safety regulations.
b) Management Skills: Capable of efficiently managing cargo bookings and customer queries.
c) Human Relations Skills: Strong customer service orientation and effective communication
abilities.
d) Specialized Knowledge: Familiarity with cargo management systems and airline operations.
Problem Solving:
● Thinking Environment: Navigating customer service challenges and operational requirements
within the cargo department.
● Thinking Challenge: Addressing customer queries, managing bookings, and ensuring cargo
handling meets safety and operational standards.
Accountability:
a) Freedom to Act: Operates under the guidance of the Cargo Executive, with autonomy in
handling day-to-day administrative tasks.
b) Magnitude: Contributes directly to customer satisfaction, operational efficiency, and revenue
generation in the cargo department.
c) Impact of Decisions: Decisions and actions impact cargo handling efficiency, customer service
quality, and safety compliance.
Qualifications:
a) Education: Minimum of a diploma in Logistics, Clearing and forwarding, Supply Chain
Management, Aviation Management, or related field.
b) Experience: Minimum of 3 years of experience in cargo operations within the aviation
industry.
c) Certifications: Basic air cargo training required.
