Assistant Officer Recovery & Post-Flight Support

JOB PURPOSE

The Assistant Officer Recovery & Post-Flight Support responsibility is to coordinate cargo recovery operations, ensuring effective resolution and communication with customers and stakeholders by determining requirements and fulfilling requests of post-flight support while ensuring exceptional customer service in compliance with the company’s policies and procedures.

KEY ACCOUNTABILITIES

• Conducts research using primary data sources and selects relevant information to enable analysis of key themes and trends.


• Answers inquiries by clarifying desired information; researching, locating, and providing information.


• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems. 


• Communicate and coordinate with customers, stations, internal and external stockholders to finalize the out of kingdom and in kingdom requests.


• Collect feedback from customers on recovery operations and support services.


• Providing customers with timely updates on recovery status


• Comprehensive reports detailing recovery actions taken, challenges faced, and resolutions.


• Gathering data on cargo condition and recovery outcomes for future improvement.


• Coordinate securing facilities for storing recovered cargo until it can be assessed or delivered.


• Maintains and updates the call center database by entering the required service to track the quality of the inquiry’s outcome and ensure compliance to the policies and procedures.


• Ensures fulfilling requests by clarifying desired information; completing transactions; forwarding requests


• Coordinates with the finance department in the event of customer reimbursement.


• Tracking shipment status by follow-up and coordinating with involved stations (In-Out kingdom) directly in case of collecting, analyzing info related to lost/damaged cargo


• Identify opportunities for continuous improvement of systems, processes, and practices considering ‘international best practice’, improvement of business processes, cost optimization, and efficiency improvement.


• Prepare required statements and reports timely and accurately to meet SACC’s and function requirements, policies, and quality standards.

WORKING RELATIONSHIPS Internal

All divisions and departments, direct reports, relevant employees across different levels, and all concerned SACC personnel as and when required.

WORKING RELATIONSHIPS External

Regulatory and Government Agencies, Third-Party Service Providers, Industry Groups and Consortia, Commercial Partners, Contractors and Suppliers, Supply Chain Stakeholders, Safety and Environmental Agencies.

TYPICAL QUALIFICATIONS AND EXPERIENCE

Skills

Competencies