Supervisor Cargo Customer Service - SMF

About the role

As a Supervisor Cargo Customer Service at Southwest Airlines, you'll guide Freight Agents and make sure shipments are handled safely, quickly, and meet requirements. You'll train and support your Team, solve problems, and work with other departments to keep operations running smoothly. Your Leadership helps Southwest deliver great service and stay on schedule—every day.

Responsibilities

• Provides special care, attention, and assistance to internal and external SWA Customer's as needed
• Assists in training and mentoring Freight Agents to ensure awareness of appropriate regulations, procedures, and Company policies
• Evaluates the work performance of Freight Agents to ensure that their work performance, attendance, and appearance meet Company and federal requirements
• Sets clear expectations on daily assignments and procedures or process changes to Employees
• Recognizes Team member achievements and ensure appropriate and effective coaching and/or accountability is delivered to address performance shortcomings
• Actively coordinates with all departments to maintain the station's on-time performance
• Partners closely with fellow Supervisors and Leadership to achieve Station objectives
• Ensures all Freight Agents are properly assigned and utilized
• Requests overtime as needed and maintains maximum use and efficiency of all Employees on duty
• Proactively reallocates Employees as needed and assigns rest and meal breaks as required
• Checks on supplies and equipment to determine that freight facility needs are met
• Works in air freight facilities and may be exposed to a wide variety of weather conditions and jet and machinery noise and fumes
• Checks cargo information for each flight
• Handles cash, checks, credit cards, and coupons as forms of payment for shipments
• Computes charges, makes change and balances daily transactions
• Monitors, receives, and sends station AMS traffic pertaining to the stations operations and disseminates the information as needed
• Ensures Federally Mandated screening of all cargo shipments is handled according to the Southwest Airlines and TSA approved security program
• May perform SIDA signatory responsibilities as assigned
• Must be able to meet any physical ability requirements listed on this description
• May perform other job duties as directed by Employee's Leaders

Qualifications

• High School Diploma or GED required; College coursework or degree preferred
• Two years of airline/military related work experience in ramp/operations/provisioning functions preferred
• Must be able to successfully complete Freight Agent training and perform all essential job functions of a Freight Agent
• Must be able to assume a high level of responsibility
• Must be able to effectively communicate information and instructions verbally and/or via radio equipment, telephone, face to face, and public address systems
• Must be able to read documents, follow instructions, learn, understand, and teach freight procedures, rules, and regulations
• Must be able to read and write English
• Must be able to type and/or use a computer keyboard with sufficient speed to meet the demands of job
• Must be able to sufficiently use and navigate current computer software, including Microsoft Office products
• Must be able to work in environment with exposure to a wide variety of weather conditions, jet and machinery noises, fumes, dirt and dust for extended periods of time
• Must be able to demonstrate awareness of hazardous situations and maintain safe working environment in addition to handling emergencies as needed
• Must be able to maintain alertness to moving vehicles and aircraft
• Must be able to work safely and with urgency under tight time constraints to accomplish quick turns of aircraft
• Must be able to demonstrate strong organizational skills and attention to detail
• Must be able to solve complex operational problems
• Must be able to manage highly sensitive and confidential information
• Knowledge of Ramp, Operations, Provisioning and Freight Agent collective bargaining agreements and Company policies and procedures preferred

Requirements

• Must be a U.S. citizen
• Must be at least 20 years of age
• Must possess a valid U.S. driver's license
• Must be able to obtain a SIDA badge and meet all local airport requirements
• May be required by Station Leadership to obtain a Customs Seal and meet all requirements to work international flights
• Ability to obtain GSC qualification and comply with DOT drug and alcohol testing program
• Must be able to work various shifts including nights, weekends, holidays, and overtime and some travel may be required for training
• Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines
• Must be able to comply with Company attendance standards as described in established guidelines

Physical Abilities

• Must be able to lift and move items of 70 pounds and/or more on a regular basis and repetitively lift weights of 40 to 50 pounds on raised surfaces
• Must be able to climb, bend, kneel, crawl, and stoop on a frequent basis and for extended periods
• Must be able to work in cramped or high places
• Must be able to carry heavy items up and down jetway stairs
• Must be able to distinguish each color displayed on every type of screening equipment
• Must be able to hear and respond to the spoken voice and to audible alarms generated by screening equipment
• Must maintain the ability to wear prescribed uniforms

Pay

$36.00 to $37.50 per hour, depending on qualifications and experience. Opportunities for overtime and shift premiums. For eligible Leadership and individual contributor roles, additional bonus opportunities are available and awarded at the discretion of the Company.

Benefits

• Fly for free, as a privilege, on any open seat on all Southwest flights (your eligible dependents too)
• Southwest will help fund your Retirement Savings Plan, which includes a dollar-for-dollar 401(k) Company match contribution of up to 9.3% of your eligible earnings
• 3% Short Term Incentive (STI) bonus to be paid on the base salary in alignment with company performance
• Potential for annual profit-sharing contribution in the Southwest Retirement Savings Plan—when Southwest profits, you profit
• Competitive health insurance for you and your eligible dependents
• Southwest offers health plan coverage options that start from the very first day of employment. You'll have 30 days to select and enroll in your health plan, and coverage will be retroactively available to your first day of employment

Schedule

Works assigned shifts based on seniority. Shifts can include early mornings, late evenings, weekends, and holidays.