Cargo Office Lead

Job Description:

Job Description:

Lead Office Agents are responsible for helping customers during the shipping process by coordinating shipping details, completing compliance documentation, and providing customer service. They are also accountable for assisting Office Agents in resolving customer service issues and documentation discrepancies.

Alliance Ground International (AGI) is one of the largest independently owned ground handling companies providing services to 100+ airlines in 61 airports across the U.S. and Canada. We are the home to over 12,000 team members supporting over 1.5B Kilos and over 400K departures. Our Ground division has a strong reputation in aviation ground services. We are committed to providing the highest quality service and continuing our outstanding safety track record. As we continue to grow, we only look for the best in the industry.

Job responsibilities:

• Serve as team lead to assist office agents in directing agent activity, resolving customer concerns, and investigating documentation discrepancies.
• Convey shipping instructions to the customer services counter.
• Retrieve import documents and deliver export documents to and from aircraft.
• Accept cargo under applicable TSA, FAA, Government, and Air Carrier rules and regulations.
• Accept dangerous goods following all applicable FAA Regulations, IATA Dangerous Goods Regulations, etc.
• Release imported international freight upon review of CBP clearances and authorizations.
•  Collect air freight charges.
• Handle phone calls from customers professionally and courteously.
• Complete paperwork and forms connected with work assignments about procedures and enter data into the company's information system as required, including international cargo document handling and freight transfer manifest preparation.
• Follow company procedures and protocols to ensure we are continuously operating safely and responsibly.
• Complete all training when required by the company, airport governing authority, or customer when required. 
• Be on time, be prepared, and be safe. Be willing to work flexible hours, including nights, weekends, and holidays.

Safety, Security and Compliance:

All AGI Team members have a responsibility and duty while at work to:

• Take reasonable care for their health, well-being, safety, security, and others affected by their actions or omissions at work.
• Cooperate with their manager/supervisor to allow them to perform or comply with any legal requirements imposed on the company.
• Do not intentionally or recklessly interfere with or misuse anything the company provides for the interests of health, well-being, safety, security, or welfare.
• They must inform their manager/supervisor of any work situation, equipment, or activity that represents a serious or immediate danger to health, well-being, safety, and security.
• Report any hazards, near misses, incidents, accidents, or dangerous occurrences to their manager/supervisor, who will then follow the company and carrier Safety and Security procedures. 
• Carry out work following information, training, and any specific health, well-being, safety, and security rules or procedures.
• Fully understand AGI Health & Safety and Security policies. 
• Attend training courses as may be required by AGI.

Physical Requirements:

• This job requires physical stamina and strength – Lead Office Agents must be able to lift/carry/push/pull and move items up to 70 pounds (32 kg) or more regularly and repetitively lift items weighing 40 to 50 pounds on raised surfaces.
• Must be able to be alerted to moving vehicles or aircraft and use radio equipment to communicate with crew and airport authorities.
• Must work around jet and machinery noises in a warehouse environment.

Knowledge, Skills & Abilities:

• Good Communication Skills: Lead Office Agents must have excellent English verbal and written communication skills to interact effectively and professionally with customers, office agents, and warehouse staff.
• Computer skills: Lead Office Agents require intermediate computer skills with working knowledge of Microsoft Office programs.
• Basic math skills: Lead Office Agents must be able to calculate payment transactions.
• Problem-solving skills: Lead Office Agents may be called upon to troubleshoot issues during loading and unloading, concentrate on detail, and resolve customer concerns effectively.
• Time management skills: Lead Office Agents must be able to manage their time effectively to complete tasks efficiently in a fast-paced environment and must be able to multitask.

Qualifications:

• Be at least 18 and possess a high school diploma, GED, or work experience equivalent.
• Possess a valid driver’s license with a clean driving record.
• If the work location is in the United States, the must have the authorization to work in the United States as defined by the Immigration Reform Act of 1986. If the work location is in Canada, one must be authorized to work in Canada as defined by the Immigration and Refugee Protection Act (IRPA) of 2001.
• Must complete ramp and SIDA training to obtain airport authority identification security. 
• If required by customer or role access, a Customs Seal can be secured through the respective governing agency.
• Preferred Qualifications - One+ years of Cargo Agent experience. 

Schedule of Hours

As an airline services provider, Alliance Ground International requires its employees to be able to work flexible schedules, which may be adjusted to meet operational demands such as flight delays, cancellations, ad hocs, etc. Strict adherence to company attendance policies is expected and enforced.

Benefits

AGI offers a comprehensive benefits package for all employees, including paid vacation and medical/dental/vision coverage for full-time qualified employees and medical coverage for part-time employees. AGI also provides free uniforms and free on-the-job training to all employees.

Additional benefits include a company-matched 401(k) program, a company-paid employee assistance program, voluntary life insurance, and travel discounts on car rentals, hotels, and cruises.

The successful AGI team member brings their “A” game every day with energy and enthusiasm, respect for their team, and the highest regard for safety!

Alliance Ground International is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. AGI is committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national, origin, sexual orientation, age, citizenship, marital status, disability or veteran status.