Customer Operations Manager -Cargo

Location: Dublin Airport

As the Customer Service Manager, you will be assisting a team of Office & Warehouse Cargo Agents to ensure efficient, high-quality service in the movement of cargo and mail, adhering to customer service agreements and current regulations. Your leadership will drive excellence in health and safety, security, quality, and operational standards.

Health & Safety:

• Manage and enforce health and safety protocols, ensuring compliance with regulations.

Security:

• Ensure compliance with all security requirements and protocols.

Quality Assurance:

• Maintain adherence to company and airline procedures, ensuring service level agreements (SLAs) and key performance indicators (KPIs) are met.
• Oversee quality procedures and implement improvements where necessary.

Operations:

• Liaise with airline customers, ensuring smooth communication and timely execution of cargo operations.
• Coordinate with warehouses and external contractors for import/export deadlines and operational efficiency.
• Ensure compliance with regulatory bodies like IAA and Revenue, ensuring timely and accurate completion of flight files.

Additional Duties:

• Attend and lead customer review meetings.
• Provide operational reports and statistical analysis on performance, i.e. AES, Customs and Excise. 
• Work additional hours when necessary to meet business demands.
• Established and maintain good business relationship including lines, of communication with regulatory authorities, Airlines, Airport authorities and approved entries within the station.
• Provide operational reports and statistical analysis on performance, i.e. AES, Customs and Excise. 
• Attend and Internal and external meetings regular and requested.

• Strong understanding of cargo operations and systems (e.g., Cargo Spot/NCTS).
• Ability to manage health & safety, security, and quality procedures.
• Excellent leadership and interpersonal skills.
• Ability to work independently under pressure.
• Effective communication and problem-solving skills.

Performance Metrics:

• Meeting export/import deadlines and cargo IQ metrics.
• Regulatory compliance in file completion.
• Management of health & safety, security, and quality procedures.
• Staff training records up to date.

Qualifications

GDPR

Swissport has strict obligations under the General Data Protection Regulation 2016/679 (“the GDPR”). Compliance is therefore a responsibility embedded in all roles. Specifically, however, you are required to actively support and assist the business with compliance, both in your daily duties and in respect of ad hoc projects and activities. You are expected to demonstrate good practice to direct reports, and actively promote a culture of compliance.