Cargo Clerical Customer Service Officer - Adelaide Airport

About the Role and Company

dnata, a globally recognised leader in ground services, is seeking dedicated, proactive, and cooperative individuals to join their Adelaide Airport Cargo team. This position involves delivering high-quality customer service and operational support in a fast-paced cargo environment.

Key Responsibilities

• Manage majority of customer inquiries via telephone and email.
• Communicate shipment details to agents, consignees, and for personal effects collections.
• Coordinate with Warehouse teams on Bond Checks and monitor compliance.
• Track cargo shipments and investigate missing or found cargo incidents.
• Support quarantine processes including inspections, destructions, seizures, and abandonment of shipments.
• Set up staff rotations and provide training for incoming Customer Service personnel.
• Handle import-related administrative duties such as customer collections processing, ULD documentation, UCR completion, and security compliance.
• Utilise Hermes system effectively and follow ABF and DAFF regulations.
• Manage personal effect collections phone communications and interline trucking requests within procedural compliance.
• Ensure airline compliance for cargo transfers, pharma shipments, and documentation.
• Oversee export functions including security compliance (EACE), export deliveries, dangerous goods acceptance, RACA compliance, and airway bill data entry according to IATA rules.
• Deliver front counter support for import customers and assist during peak periods.
• Process payments for invoices as required and complete Import VCTs.
• Perform any other duties as assigned to maintain smooth operations.

Required Skills and Experience

• Valid South Australian driver's license.
• Experience working in operational environments governed by Standard Operating Procedures (SOPs).
• Competent computer skills at an intermediate level.
• Strong verbal and written communication capabilities.
• Exceptional customer service aptitude with focus on meeting Service Level Agreements (SLAs).
• Team-oriented mindset with a positive and proactive attitude.
• Commitment to safe work practices at all times.
• Dependable, trustworthy, and able to work independently.

Additional Eligibility Requirements

• Must hold Australian or New Zealand citizenship or Australian Permanent Residency.
• Willingness to undergo pre-employment medical examination and Australian Federal Police security clearance.
• Availability to work on a rotating roster schedule.

What We Offer

• Opportunity to be part of a global organisation.
• Supportive and collaborative team environment.
• Comprehensive training programs and ongoing support.