Baggage Service Supervisor

Do you enjoy working in a fast-paced, safety-obsessed aviation environment? 

Baggage Service Supervisors will direct leads and agents to meet and greet passengers in the claim area, providing assistance with all baggage issues, and creating and maintaining computer files for lost, damaged and pilfered baggage. 

Alliance Ground International is a cargo and aviation services company operating in over 50 cities across North America, with a 45-year legacy in aviation. Our strong reputation in cargo, ground services, and hospitality forms the bedrock of our success. As we continue to expand, we seek the industry's finest talents, where the sky is the limit. 

Essential Job Duties: 

• Leadership: Supervise leads and agents to ensure that all tasks related to baggage services are carried out in an efficient manner. Counsel and mentor leads and agents. Provide on-the-job training as needed. 

• Welcome and Inform Customers: Greet arriving customers in the baggage claim area with a warm and welcoming demeanor. Provide them with relevant information and instructions regarding the baggage claim process, including where to pick up their luggage. 

• Monitor Baggage Delivery: Keep a close eye on the delivery of baggage to the claim area. Ensure that the baggage is delivered efficiently and in a timely manner. Address any irregularities that may arise during this process. 

• Baggage Tracing: Create and maintain baggage tracing files for lost, damaged, or pilfered baggage. This involves recording essential details related to each case and ensuring that the information is accurate and complete. 

• Customer Communication: Maintain regular contact with customers who have filed baggage tracing claims. Keep them informed of the status of their cases until the issue is resolved and the file is closed. 

• Lost/Damaged Baggage Resolution: Investigate the circumstances surrounding lost or damaged baggage and coordinate the return of the items to the customers. Prepare bag delivery orders and arrange for the delivery of lost baggage, utilizing bag delivery services or other available means. 

• Unclaimed Baggage: Process and secure unclaimed baggage. Update trace records or create an on-hand record for these unclaimed items, ensuring proper documentation. 

• Coordinate with Ramp Service: Collaborate with ramp service personnel to ensure the efficient delivery of baggage and the resolution of missing baggage issues. 

Additional Job Responsibilities: 

• Customer Support: Answer phone calls and promptly respond to messages from customers seeking information or assistance related to their baggage. Provide clear and helpful answers to their inquiries. 

• Assist with Skycap Requests: Help customers with Skycap requests, which may involve assisting with the transportation of baggage, providing wheelchairs, or offering other related services. 

• Monitor Baggage Delivery: Continuously monitor the delivery of baggage to ensure a smooth and timely process. 

• Other duties as assigned: Be flexible and willing to perform any other tasks or responsibilities as required by the company to meet operational needs. 

Safety, Security and Compliance: 

All AGI Team members have a responsibility and duty while at work to: 

• Take reasonable care for the health, wellbeing, safety, and security of themselves and of others who may be affected by their actions or omissions while at work. 

• Cooperate with their manager / supervisor to allow them to perform or comply with any legal requirements imposed on the company. 

• Not intentionally or recklessly interfere with or misuse anything provided by the company in the interests of health, wellbeing, safety, security, or welfare reasons. 

• Inform their manager / supervisor of any work situation, equipment, or activity that represents a serious or immediate danger to health, wellbeing, safety, and security. 

• Report any hazards, near misses, incidents, accidents, or dangerous occurrences to their manager / supervisor, who will then follow the procedures contained in company and carrier Safety and Security procedures.  

• Carry out work in accordance with information and training provided and any specific health, wellbeing, safety, and security rules or procedures. 

• Fully understand AGI Health & Safety and Security policies.  

• Attend training courses as may be required by AGI. 

Qualifications: 

• Minimum age of 18 and possession of a high school diploma, GED, or equivalent work experience. 

• Previous face-to-face customer service experience plus. 

• The ability to obtain airport security clearance, which includes a comprehensive 10-year employment, criminal record, and residence background check. 

• If work location is in the United States, must have authorization to work in the United States as defined by the Immigration Reform Act of 1986. If work location is in Canada, must have authorization to work in Canada as defined by the Immigration and Refugee Protection Act (IRPA) of 2001. 

Physical Requirements: 

• Ability to lift 50 pounds (23 kg) on a regular basis. 

• Carry heavy items up and down jetway stairs. 

• Climb, bend, kneel, crawl and stoop on a frequent basis and for extended periods. 

• Work outside in all types of weather, around jet and machinery noises 

AGI offers a comprehensive benefit package for all employees, including paid vacation and medical / dental / vision for full-time qualified employees as well as medical coverage for part time employees. AGI also provides free uniforms and free on-the-job training to all employees. Additional benefits include company-matched 401(k) program, company-paid employee assistance program, voluntary life insurance, and travel discounts on car rentals, hotels, and cruises to name a few. 

The successful AGI team member brings their “A” game every day with energy and enthusiasm, respect for their team, and the highest regard for safety!