Worldwide Flight Services (WFS)

Customer Support

• Make reservations, issue tickets and itineraries, and compute fares for passengers.
• Handle baggage check-in, collect excess baggage charges, and provide general travel information.
• Assist passengers at boarding gates, including checking ticket validity and processing boarding procedures.
• Manage arrangements for passengers holding reservations, standby travelers, and their luggage.
• Determine flight close-out times and complete necessary flight documentation for accuracy.
• Handle post-departure procedures, including invalidating tickets and finalizing reports.
• Conduct lost and found activities, including tracing lost articles, updating passengers, and returning found items.
• Process claims for lost or damaged baggage, including on-the-spot settlements for minor claims and forwarding larger claims to appropriate personnel.
• Receive and process airfreight shipments, including determining routing, computing rates, and preparing documentation for domestic and international shipments.
• Maintain inventory records for airfreight shipments, ensuring accuracy in warehouse, dispatch, and delivery processes.
• Ensure compliance with site security protocols and report any breaches or suspicious activities to management or through the whistleblower program.

Customer Service Agent

Manager

• Plan, organize, lead, and manage staff to foster a culture of teamwork, motivation, and pride in a diverse, multi-cultural work environment.
• Develop next-level leaders and managers in leadership and management skills.
• Supervise staff to meet business needs and ensure performance aligns with the carrier’s Service Level Agreement standards.
• Prepare operational reports and provide weekly/monthly data, including special reports for senior leaders.
• Ensure operational leadership monitors and instructs Airport Ramp and Warehouse Agents to follow safety rules and standards.
• Participate in recruiting, interviewing candidates, and making hiring decisions.
• Assist in employee relations and conflict resolution, prepare performance appraisals, and provide input for counseling and terminations

Air Logistics General Manager

Operations

• Performs safe and efficient cargo duties through direction, coordination, observation, and hands-on assistance while handling the operation.
• Ensures all duties performed by assigned personnel are completed in the most efficient and professional manner.
• Performs export cargo build-up, import/export cargo tracing, forklift operation, monitors the utilization of dock offload/loading, and completes warehouse cargo inventory assessments.
• Prepares import/export flight documentation, accepts/distributes cargo in accordance with applicable air carrier and Department of Transportation regulations, provides outstanding customer service to resolve customer issues.
• Ensures the compliance of all ramp safety regulations, performs loading/un-loading of aircraft, performs visual Foreign Object Debris (FOD) checks and checks of aircraft condition before and after loading, operates ramp equipment, and coordinates the transporting of cargo between terminals and aircraft.
• Comply with all WFS safety and security policies and procedures, and all air carrier TSA Security Programs.
• Never participate in fraudulent activities with regard to safety and security.
• Remain aware of WFS staff, contractors, and visitors’ activities. Report security breaches, suspicious occurrences, or non-compliances with security processes or procedures, including access controls, badging, and security screening to the Manager or through the WFS reporting system, Pulse, or through the Company “See Something, Say Something” Program.
• Serves as a technical operational expert coordinating the safe and efficient movement of cargo, addressing both warehouse and ramp needs simultaneously.
• Is responsible for providing insight on the staffing structure and tasks needed to ensure on-time, safe, and high-quality delivery. Assignments may vary by customer. Employees will be assigned a primary assignment and can expect to support other customers based on their training and experience.

Air Cargo Warehouse Operations Specialist

Systems Engineer

• Responsible for the maintenance and continued operation of the PLCs, servers, and software applications including inspection, troubleshooting and repair
• Completion of maintenance inspections and tasks including but not limited to; visual inspections, cleaning, network testing, PLC testing, repair or component replacement, disassembly/reassembly of PLC cabinets
• Coordination with Inventory Specialist for procurement of replacement and spare parts
• BHS Server maintenance including but not limited to planned preventative maintenance tasks, repair of server hardware, network or application software, disassembly/reassembly of server racks
• Execution of assigned preventative, corrective and predictive maintenance work orders as assigned and in accordance with OEM recommendations, SOPs, and safety regulations
• Proper and complete usage of Maximo mobile platform for execution of maintenance activities including the required electronic documentation of the progress/completion of assigned tasks and inclusion of supporting information
• Liaison to the OEM software providers to coordinate additional technical support when needed.
• Communication with the control room to report technical status and errors with Components.

Bilingual

• Perform all aspects of airport and passenger service functions including making reservations, preparation and issuance of tickets and itineraries.
• Check baggage, collect excess baggage charges, provide general travel information to passengers.
• Meet aircraft at gate or loading area and perform duties in departure lounges.
• Initiate tracing procedures for lost passenger articles and process claims for damaged or lost baggage.
• Maintain records and reports of lost and found activities.
• Determine routing of airfreight shipments and prepare necessary documentation.

Passenger Service Agent, Bilingual – French

• The Manager-on-Duty directs supervisory personnel within assigned functional area
• Oversee and advise on staffing requirements
• Monitor/administer discipline/corrective action by or for subordinates
• Ensure customer satisfaction by daily feedback
• Act as liaison between first level supervisor and upper management
• Proactively monitor the work of assigned employees to ensure that customer satisfaction, safety, security, quality and employee relations meet or exceed standards
• Maintain and control all required aspects of the operation in accordance with the corporate security program and TSA legislation
• Ensure the required company audit requirements are undertaken to ensure continuity and compliance at all times
• Read, understand, and clarify the implementation of the site-specific security plan and ensure all staff are issued with a relevant company ID and that they are required to display this identity badge
• Ensure they administer practices in a fair and equitable manner, where all employees, customers, vendors and other third parties are treated with respect

Air Cargo Manager

Compliance

• Act as the Badging Signatory, serving as the primary liaison between the station and Airport Authority for scheduling and tracking badging appointments.
• Assist with TSA-mandated audits, including annual, biannual, and unannounced random inspections.
• Ensure new hires complete all pre-employment requirements, including background checks, drug screenings, and I-9 documentation.
• Track in detail new hire progress to ensure all pre-employment activities have been completed in a timely manner to ensure a smooth hiring process.
• Initiate and manage virtual job offers for the Express Line of Business.
• Communicate onboarding steps to new hires and serve as their point of contact throughout the process.
• Coordinate with Recruiting, Operations, and Training teams to ensure all hires are prepared for day one.
• Provide direction to new hires on accessing resources related to benefits, payroll, training, etc.

Onboarding and Compliance Specialist

• Foster a strong safety culture across all station operations.
• Lead root cause analysis of incidents and accidents.
• Conduct audits per WFS policy and identify risks.
• Run safety committee meetings and report findings.
• Review incidents and trends; recommend and track corrective actions.
• Assess operations for compliance with WFS, airline, and regulatory standards.

Airport Station Safety Manager

Learning and Development

• Develop, deliver, and coordinate training programs for ramp and passenger services, and other operational functions.
• Maintain and manage training records, certifications, and re-certifications in internal and external platforms.
• Conduct needs assessments to identify knowledge or skill gaps and create targeted training plans.
• Ensure training materials reflect up-to-date company policies, customer requirements, and regulatory standards.
• Partner with station and regional leadership to address performance issues through refresher or follow-up training.
• Observe employees to evaluate training effectiveness and recommend improvements.
• Audit compliance with company and airline training requirements; ensure access to GOMs, LOPs, and other reference materials.
• Track and report training progress, milestones, and results to management.
• Support quality initiatives by investigating service failures, reviewing corrective actions, and aligning future training to address recurring issues.
• Facilitate communication of updates, bulletins, and procedural changes to staff in a clear and timely manner.

Station Training Manager

Recruitment

• Recruit for hourly positions and Management jobs in Aviation and Ground and Cargo Handling.
• Source candidates from various career websites including SAP our internal applicant tracking system.
• Support recruiting team by building and maintaining a pipeline of qualified candidates.
• Actively source passive candidates by conducting market research, developing professional relationships and referral networks.
• Partner with hiring managers to understand qualification requirements of positions and develop appropriate recruitment strategies.
• Manage the candidate search process by implementing external sourcing strategies and assessing candidates.
• Apply leading-edge recruitment principles to develop strong candidate relationships and deliver high-quality talent to the facilities.
• Utilize full range of recruiting methods including Internet and online database searches and attending job fairs and conferences.
• Develop interview protocol; interviewing and evaluating applicants; and extending employment offers.
• Perform pre-employment verification and facilitate on-boarding of new hires.
• Execute new badge application to Customs and Port Authority and renew expired badge for current employees.

Air Cargo Recruiting Specialist

Controller

• Upkeep Inbound and Outbound Trucks Activity Logs.
• Professionally handle Inbound calls and outbound calls.
• Monitor Inbound and Outbound flights.
• Adapt to constant changes in procedures.
• Create and send reports on time “in the loop”.
• Display ability to work as a team.
• Able to work under pressure.
• Knowledgeable of Amazon Logistics System.
• Have ability to follow instructions.
• Be willing to work and be trained in all aspects of the operation.
• Detail Oriented
• Must Be Flexible
• Exceptional Communication Skills
• Any additional tasks or job assignments assigned by management.

Air Logistics Controller

• Responsible to greet and assist customers and ensure proper documentation and communication, internally and externally, for import operations.
• Prepare documentation prior to flight arrival or flight departure, review, organize, make copies and distribute accordingly.
• Travel to Airport Operational Area (AOA) to meet flight upon arrival or departure of flight to retrieve or drop off flight documents.
• Notify Broker or Freight Forwarder on the Master Airway Bill (MAWB) of shipment’s arrival at warehouse facility or on hold.
• Provide assistance to customers arriving to retrieve their documents and freight.
• Collect appropriate charges and document method of payment.
• Process “Customs Out” (proof of delivery) for every transaction before the customer’s departure.
• Assist in completion of MAWBS for over-the-counter shipments.
• Confirm all bookings are accepted
• Confirm TSA mandatory screening.
• Confirm Dangerous Goods (DG) have been checked within aircraft limits and Follow specific procedure for DG shipments when received, including when shipment is abandoned by consignee.
• Data capture AWB information into airline system(s).
• Manifest flight based on information received from the warehouse.
• Print flight manifest, cargo pallet message, deadload and NOTOC and deliver to the aircraft.
• Verify post flight inventory with documents on hand.
• File maintenance of all pertinent documents and records.
• Prepare various reports (Irregularity, Weekly Import and/or Export Statistics)
• Answer incoming calls and responds to emails.
• Demonstrate diligence required to maintain security under the Airport Police, TSA and United States

Air Cargo Customer Service Agent

• Communicate regularly with new hires information, including but not limited to, all aspects of airport badging and onboarding a candidate.
• Manages candidate communications, schedules interviews and assessments, and helps track progress throughout the hiring pipeline.
• Track in detail new hire progress to ensure all pre-employment activities have been completed in a timely manner to ensure a smooth hiring process.
• Coordinate frequently with Recruiting, Operations and Training to ensure pipeline of new hires is fully ready for hire on day one.
• Act as resource for new hires during their onboarding and badging process and be able to direct them to the appropriate departments for questions related to benefits, payroll, etc.
• Accompanied by a company driver to drop off or pick up documents for employees and visitors MDAD badging office.

• Recruit for hourly positions and Management jobs in Aviation and Ground and Cargo Handling.
• Source candidates from various career websites, track and maintain candidate pipeline through SAP SuccessFactors and support the recruiting team by building and maintaining a pipeline of qualified candidates.
• Actively source passive candidates by conducting market research, and developing professional relationships and referral networks.
• Partner with hiring managers to understand the qualification requirements of positions and develop appropriate recruitment strategies.
• Manage the candidate search process by implementing external sourcing strategies and assessing candidates.
• Apply leading-edge recruitment principles to develop strong candidate relationships and deliver high-quality talent to the facilities.
• Utilize a full range of recruiting methods including Internet and online database searches and attending job fairs and conferences.
• Develop interview protocol; interview and evaluate applicants; and extend employment offers.
• Perform pre-employment verification and facilitate onboarding of new hires.
• Execute new badge applications to Customs and Port Authority and renew expired badges for current employees.
• Effective onboarding of new hires into an automated system.

On Site Recruiting Specialist

• Coordinate and manage daily flight operations and documentation.
• Prepare, review, and maintain flight folders.
• Serve as the primary communication for flight crews, dispatch, ramp, and vendors.
• Monitor inbound and outbound flights and update schedules and gate assignments.
• Coordinate aircraft parking, gate usage, and ramp positioning.
• Communicate ETAs, delays, and operational changes to all stakeholders.
• Ensure compliance with CBP and regulatory documentation requirements.
• Maintain accurate operational records and reporting.
• Provide administrative and office support VEOCI data capturing and file review.

Customer Service Agent

Air Logistics General Manager

Air Cargo Warehouse Operations Specialist

Systems Engineer

Passenger Service Agent, Bilingual – French

Air Cargo Manager

Onboarding and Compliance Specialist

Airport Station Safety Manager

Station Training Manager

Air Cargo Recruiting Specialist

Air Logistics Controller

Air Cargo Customer Service Agent

Onboarding and Compliance Specialist

On Site Recruiting Specialist

Lead Agent – Air Cargo / Operations Coordinator