Product Support Executive - Critical team in Hounslow

Looking for a challenge in one of the world’s largest airfreight logistics organisations? At IAG Cargo we are in the business of moving things. From antibiotics to groundbreaking tech, gold bullion to avocados and everything in between. We move cargo that positively impacts society worldwide. Whatever people need, wherever they are. At IAG Cargo we open the skies and fly the world to bring people the things they really need.

About the role

Join our Critical Team, the elite group responsible for monitoring and ensuring the successful transport of IAG Cargo’s most sensitive and high-value shipments. As a Critical Team Member, you’ll be part of an amazing team working in shifts, overseeing cargo journeys that require precision, urgency, and constant attention. In this role, you’ll act as a pivotal link between customers, operations, and other business stakeholders, ensuring cargo is delivered as promised. Your ability to work under pressure, attention to detail, and commitment to customer service will be vital in ensuring the seamless journey of critical shipments. We’re seeking dedicated individuals with a passion for precision and excellence in logistics. If you thrive in fast-paced, dynamic environments and take pride in delivering results for high-stakes shipments, we’d love to hear from you.

What you’ll do

• Real-Time Monitoring: Track and oversee high-priority shipments throughout their journey, ensuring adherence to timelines and special handling requirements.
• Customer Communication: Quote and book most precious cargo for our customers. Be the face of IAG Cargo in front of those customers providing updates and addressing concerns promptly. Escalate and resolve issues while maintaining high customer satisfaction levels.
• Coordination Across Teams: Work closely with sales, operations, and other teams to ensure all critical cargo handling requirements are met. Collaborate with external stakeholders and suppliers to ensure seamless logistics.
• Data & Reporting: Record key shipment data and create real-time updates on performance metrics. Support the team with actionable insights to improve processes and minimize disruptions.
• Crisis Management: Proactively identify and manage risks to ensure delivery as promised. Take immediate action to address unforeseen challenges, escalating issues when necessary.

It's all about you

What you’ll bring to IAG Cargo:

• Operational Experience: Prior experience in logistics, air cargo, or a similar operational environment working in around the clock shifts.
• Attention to Detail: Ability to manage multiple high-stakes shipments simultaneously while ensuring accuracy and efficiency. Comfort with data entry/reporting systems.
• Problem-Solving Skills: Quick thinking and resourcefulness to address challenges under pressure and tight deadlines.
• Strong Communication Skills: Ability to provide clear updates and maintain a professional demeanour in high-pressure situations.
• Team Player: Collaborative mindset to work effectively with colleagues across shifts and departments.
• Adaptability: Willingness to work in a 24/7, 365-day shift environment and flexibility to adapt to evolving priorities. Ability to work with both internal and external stakeholders of different levels (from top customers and execs to business managers, all the way to truckers and warehouse operators).
• Customer focus: Comfort talking to customers and ability to upsell them our most valuable products based on the service provided.

Skills and Experience:

• Familiarity with air cargo or freight forwarding operations.
• Understanding of data reporting tools (e.g., Excel).
• Experience in customer-facing roles, with a focus on issue resolution.

We’ll treat you right

Wherever you work within IAG Cargo, you’ll play a part in helping us deliver what the world needs and join a diverse and inclusive business that’s making a difference. As well as a competitive salary, bonus, we offer a range of benefits to support our colleagues, which include:

• A hybrid environment with 3 days a week in the office and two from home.
• From the day you join us, you’ll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways and group airlines. You’ll also receive up to 30 discounted ‘Hotline’ airfares per year for yourself, friends, and family.
• Flexible bank holiday policy - Individuals not on shift have the flexibility to swap the statutory public holidays, with the days you choose to take off instead.
• All our colleagues get access to LinkedIn learning and Rosetta Stone Language courses.
• For health and wellbeing we offer a free onsite gym facility as well as access to the UNMIND app and a community of Mental Health First Aiders.
• Access to discounts on Apple, Cinema tickets and loads of other goodies through Perks at work.

Diversity and Inclusion

Our recruitment procedures positively support our diversity and inclusion agenda. All candidates are considered strictly on their merits in relation to the criteria for the role, treated fairly and consistently, and have their individual needs responded to throughout the process.