JOB TITLE: Operations Agent 

DEPARTMENT: Operations

REPORTS TO: Operations Manager 

EFFECTIVE DATE: 2026

SUMMARY: This position is responsible for coordinating and executing daily cargo operations to ensure the safe, secure, and timely movement of freight. The role involves handling documentation, coordinating with ground handlers, airlines, freight forwarders, customs authorities, and ensuring compliance with aviation and safety regulations.

DUTIES AND RESPONSIBILITIES:

•    Coordinate the acceptance, processing, and dispatch of air cargo shipments.

•    Monitor flight schedules to ensure timely loading and unloading of cargo.

•    Oversee the safe handling, loading, unloading, and storage of cargo to maintain safety and prevent damage. 

•    Update shipment tracking systems to provide real-time cargo status information. 

•    Maintain accurate and up-to-date records of cargo movements, transactions, and operational activities within the cargo management system. 

•    Verify air waybills, customs documents, manifests, and other shipment paperwork for accuracy and regulatory compliance. 

•    Liaise with partner airlines and relevant authorities to ensure seamless cargo inspections and interline coordination. 

•    Conduct cargo inspections to identify damage, discrepancies, or compliance issues, and initiate corrective actions when necessary. 

•    Ensure all cargo is handled safely according to airline policies, airport regulations, and safety procedures. 

•    Ensure on-time cargo dispatch to meet operational performance targets. 

•    Respond promptly to operational disruptions, flight delays, and customer inquiries.

•    Perform other duties as assigned.

SUPERVISORY RESPONSIBILITIES: this job has no supervisory responsibilities.

QUALIFICATIONS:

•    High school diploma or equivalent; aviation/cargo-related certification preferred.

•    Basic understanding of air cargo operations, logistics, and supply chain management.

•    Familiarity with cargo management systems and office software.

•    Ability to work under pressure in a fast-paced environment.

•    Fluent English and Spanish preferred.

•    Availability to work weekends, nights, and holidays when necessary.

COMPETENCIES:

•    Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.

•    Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

•    Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

•    Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

•    Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

•    Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.

•    Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

•    Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

•    Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.

•    Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

•    Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.

•    Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

•    Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

•    Continually required to stand.

•    Continually required to walk.

•    Continually required to sit.

•    Continually required to utilize hand and finger dexterity.

•    Continually required to talk or hear.

•    Occasionally work near moving mechanical parts.

•    While performing the duties of this job, the noise level in the work environment is usually high. 

•    The employee must occasionally lift and /or move more than 20 pounds.