Job description:
SERVICE DELIVERY PROFESSIONAL - LIEGE CARGO
MISSION
The mission and purpose of this role is to ensure we are engaging with our customer, understanding their requirements, ensuring that we are measuring their performance effectively and keep communicating regularly with periodic formal reviews to ensure a healthy relationship is maintained. It is also the responsibility to identify areas for improvement within the business that will deliver improved delivery for our customers. A problem solver but also looking steering the business units for longer term corrective actions and ensuring best practices are adopted.
MAIN RESPONSABILITIES
* Manage the interaction with customers on performance in your station/country. Ensure all customer-related issues are recorded, managed and executed by the relevant team - Ops, Commercial, Quality, HSSE etc
* Conduct inspections of the operation against customer expectations/SLA and report findings to ops/station management.
* Monitor adherence to SOPs, SLAs, and safety protocols on the floor by the operations teams and report on performance for the customer.
* Ensure Operations are using real-time service delivery performance and intervene when deviations occur.
* Communicate with internal teams (e.g., ramp, warehouse) and external clients (e.g., airlines, freight forwarders) to coordinate service delivery metrics and address areas of under-performance.
* Validate operational performance of service records, checklists, and compliance documentation (e.g., AWB, manifests).
* Ensure the reporting of incidents, delays, or service failures using internal systems.
* Ensure key operational metrics have a defined reporting process to ensure capture of information in case of service failure - cargo delivery, offloading, damage or handover.
* Support resolution of operational complaints or service issues in collaboration with the commercial and/or operations teams.
* Identify areas for operational efficiency or service quality enhancement.
* Manage and evaluate contract and SLA creep where additional services outside of contract are proposed for the carrier.
* Refer to the Change Management Committee for assessment and to ensure charging if required.
* Ensure airlines provide their messaging to us and report non-conformances in customer reports.
* Ensure preparation for customer audits either personally or managed through the operational and quality teams and follow up on all findings post audit.
* Ensure all necessary systems are updated to reflect the results.
* Analyze performance stats and address with necessary departments for improvement.
TECHNICAL SKILLS
* Cargo & Ground Handling Systems
* Documentation & Regulatory knowledge
* Communication Tools
* Basic Reporting & Data Entry
* Process Compliance
BEHAVIORAL COMPENTENCIES
Proactivity - Agility and Adaptability - Analytical Problem Solving - Result Orientation - Attention to detail - Calm under pressure
LANGUAGES
French : very good
English : good
BELGIAN RESIDENCE MANDATORY
We carefully analyse all applications. However, only candidates who meet the required profile will be contacted.