Load Control Agent

We’re looking for motivated, engaged people to help make everyone’s journeys better.

Position Summary:

On a shift-by-shift basis, you will be the key point of contact for our airline customers. Acting as a liaison with the customer you will play a key role in advising operational departments what our airline customers need, at what time and in what quantities. Every day will bring a different set of challenges. You will be integral to our billing process. You will always conduct yourself in a courteous and professional manner when communicating with the customer and all levels within our organization to ensure that the customer requirements are met within time frames.

Essential Duties and Responsibilities:

• Monitor passenger meal / aircraft movement information and disseminate that information to internal departments as required
• Liaison with our central order control office in Toronto
• Respond to extremely time sensitive calls from external and internal customers requesting various items and services
• Direct staff in various departments as required to fulfill customer requests in the absence of a supervisor
• Ability to handle multiple priorities simultaneously while under pressure
• Communicate and coordinate with operations and customers about aircraft and ordering changes
• Print production documentation for the assembly team
• Utilize various airlines systems to retrieve meal and aircraft updates
• Enter and maintain customer orders in ERP system
• Perform checks on orders to ensure they meet airline customer requirement
• Maintain and organize customer information for backup to support billing
• Audit billing to confirm all items and services provided are accounted for

Work Experience:

• Previous Customer Service Experience
• Previous experience in a highly time sensitive environment

Job Skills:

• Work well under pressure while dealing with multiple priorities
• Able to communicate clearly and concisely in person, in writing over the phone and radio
• Ability to work independently with information systems as well interact with customers and operational personnel
• Excellent organizational skills and proven ability to manage multiple tasks and ensure that those tasks are prioritized in an orderly fashion
• Excellent problem solving, prioritizing and organizational abilities
• Superior interpersonal and team building skills
• Intermediate computer skills, data entry and detail oriented
• Experience with ERP systems is a plus

Environmental Requirements:

This role is part of a 24 hrs a day 7 days a week operation which will require shift work. Candidate needs to be able to work shifts which could be morning, afternoon, or night. This will require individuals to work over weekends and potentially statutory holidays. On-time attendance is a key part of this role and will weigh heavily into performance assessment.

If you want to be part of a team that helps make travel and culinary memories, join us!