YYT - Customer Service Representative - FT

Cargojet•St. John's, NL

17d

About The Position

Under the general direction of the Manager, Operations, the Customer Service Representative is responsible for overseeing day-to-day customer service and cargo handling activities at the local station. This role serves as the primary point of contact for our airline customers and Cargo Management, manages service escalations, and coordinates with internal and external stakeholders to ensure cargo operations are handled efficiently, accurately, and in compliance with company and regulatory requirements. The Customer Service Representative plays a key role in maintaining service quality, operational flow, and customer communication in a fast-paced cargo environment, while supporting compliance, performance monitoring, and continuous improvement initiatives at the station level.

Requirements

High School Diploma or equivalent; post-secondary education in logistics, aviation, or a related field is an asset.
1-3 years of experience in customer service or logistics, preferably within an aviation or cargo environment.
Trained and certified on WestJet operational procedures.
Strong verbal and written communication skills, with the ability to manage customer relationships and work effectively with carriers and service partners.
Proficiency in SMARTKARGO, Microsoft Office (especially Excel), CRM databases, and cargo or airwaybill systems such as iAGC.
Solid understanding of air cargo operations, shipping terms (Incoterms), tariff concepts, Dangerous Goods handling, and customs procedures.
Strong problem-solving skills, good judgment, and the ability to remain calm in a fast-paced, high-pressure environment.
Demonstrated ability to coordinate with multiple internal and external stakeholders.
Ability to work independently while supporting team operations.
Willingness to work shifts, including evenings, weekends, and public holidays, as required.

Responsibilities

Serve as the primary point of contact for WestJet customers and Cargo Management at the local station.
Support and oversee daily cargo handling operations, ensuring efficient loading, unloading, and timely delivery of shipments.
Act as the escalation point for customer service issues, delays, discrepancies, or service disruptions, providing professional and empathetic resolution.
Communicate proactively with customers regarding flight delays, cancellations, or operational impacts.
Coordinate with clients, airline partners, carriers, warehouse teams, trucking providers, and accounting departments to ensure smooth logistics flow and accurate documentation.
Ensure all shipments comply with company procedures and applicable regulatory requirements, including IATA, Transport Canada, Dangerous Goods, customs, and other aviation and shipping standards.
Support specialized bookings such as Dangerous Goods and Live Animals by ensuring customers are informed of requirements and documentation is properly completed.
Oversee end-to-end shipment tracking and service recovery activities, coordinating with stations and internal teams to resolve delayed or lost freight.
Use basic analytics and KPIs to monitor service quality and operational performance (e.g., shipment status, exception trends, service delays), identify recurring bottlenecks, and support process improvements.
Conduct hands-on training for new team members on cargo handling procedures and support recurrent training to maintain safety standards and regulatory compliance.
Perform other related duties as assigned by the Supervisor.