Product Support Executive - Critical team

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.

We are the logistics and cargo brand of International Airlines Group (Aer Lingus, British Airways, Iberia, Level and Vueling). Powered by five airlines, our reach is truly global – but it’s the impact we make that defines us. At IAG Cargo, we believe in keeping the world’s economies turning, and do everything with determined attitudes, curious minds, collaborative actions and heartfelt pride.

Join us at our globally recognised logistics business, that is Trusted to Deliver.

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.

Real-Time Monitoring:

• Track and oversee high-priority shipments throughout their journey, ensuring adherence to timelines and special handling requirements.

• Respond to potential disruptions, delays, or issues with quick, effective solutions to keep cargo moving.

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.

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…