Supervisor Cargo Customer Service - BWI

Department: Cargo Provo & GSE

Our Company Promise

We are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth. Creativity and innovation are encouraged for improving the effectiveness of Southwest Airlines. Above all, Employees will be provided the same concern, respect, and caring attitude within the organization that they are expected to share externally with every Southwest Customer.

Job Description:*** For external applicants only:
(1.) Southwest Airlines will consider your interest for this position if you are currently a resident of the State of Maryland.
(2.) Southwest Airlines will not consider your interest for this position if you have been interviewed by phone, virtually, and/or inperson
and not selected for the Supervisor Cargo Customer Service position at BWI within the last 12 months.***

Pay & Benefits
Pay of $34.94 to $36.39 per hour*, depending on qualifications and experience. Opportunities for overtime and shift premiums. For eligible Leadership and individual contributor roles, additional bonus opportunities are available and awarded at the discretion of the Company.

Benefits you’ll love:

• Fly for free, as a privilege, on any open seat on all Southwest flights (your eligible dependents too)
• Southwest will help fund your Retirement Savings Plan, which includes a dollarfor-dollar 401(k) Company match contribution of up to 9.3% of your eligible earnings**
• Potential for annual profit-sharing contribution in the Southwest Retirement Savings Plan—when Southwest profits, you profit***
• Competitive health insurance for you and your eligible dependents
• Southwest offers health plan coverage options that start from the very first day of employment. You'll have 30 days to select and enroll in your health plan, and coverage will be retroactively available to your first day of employment.
• Explore more benefits you’ll love: https://careers.southwestair.com/benefits

Want to lead a Team that keeps Cargo moving and flights on time? As a Supervisor Cargo Customer Service at Southwest Airlines, you’ll guide Freight Agents and make sure shipments are handled safely, quickly, and meet requirements. You’ll train and support your Team, solve problems, and work with other departments to keep operations running smoothly. Your Leadership helps Southwest deliver great service and stay on schedule—every day. If you’re ready to make a big impact and grow your career, this is the role for you.

Additional details

The Supervisor Cargo Customer Service works assigned shifts based on seniority. Shifts can include early mornings, late evenings, weekends, and holidays.

U.S. Citizenship required under Federal regulations.

We’re committed to fair hiring practices and to making employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, military or veteran status, disability, genetic information, or other legally protected characteristics.

Responsibilities

Provides special care, attention, and assistance to internal and external SWA Customer’s as needed

Assists in training and mentoring Freight Agents to ensure awareness of appropriate regulations, procedures, and Company policies

Evaluates the work performance of Freight Agents to ensure that their work performance, attendance, and appearance meet Company and federal requirements

Sets clear expectations on daily assignments and procedures or process changes to Employees

Recognizes Team member achievements and ensure appropriate and effective coaching and/or accountability is delivered to address performance shortcomings

Actively coordinates with all departments to maintain the station's on-time performance

Partners closely with fellow Supervisors and Leadership to achieve Station objectives

Ensures all Freight Agents are properly assigned and utilized

Requests overtime as needed and maintains maximum use and efficiency of all Employees on duty

Proactively reallocates Employees as needed and assigns rest and meal breaks as required

Checks on supplies and equipment to determine that freight facility needs are met

Works in air freight facilities and may be exposed to a wide variety of weather conditions and jet and machinery noise and fumes

Checks cargo information for each flight Handles cash, checks, credit cards, and coupons as forms of payment for shipments

Computes charges, makes change and balances daily transactions

Monitors, receives, and sends station AMS traffic pertaining to the stations operations and disseminates the information as needed

Ensures Federally Mandated screening of all cargo shipments is handled according to the Southwest Airlines and TSA approved security program

May perform SIDA signatory responsibilities as assigned

Must be able to meet any physical ability requirements listed on this description

May perform other job duties as directed by Employee's Leaders

Knowledge, Skills and Abilities

Ability to successfully complete Freight Agent training and perform all essential job functions of a Freight Agent

Ability to assume a high level of responsibility

Ability to effectively communicate information and instructions verbally and/or via radio equipment, telephone, face to face, and public address systems

Ability to read documents, follow instructions, learn, understand, and teach freight procedures, rules, and regulations

Ability to read and write English

Ability to type and/or use a computer keyboard with sufficient speed to meet the demands of job

Ability to sufficiently use and navigate current computer software, including Microsoft Office products

Ability to work in environment with exposure to a wide variety of weather conditions, jet and machinery noises, fumes, dirt and dust for extended periods of time

Ability to demonstrate awareness of hazardous situations and maintain safe working environment in addition to handling emergencies as needed

Ability to maintain alertness to moving vehicles and aircraft

Ability to work safely and with urgency under tight time constraints to accomplish quick turns of aircraft

Ability to demonstrate strong organizational skills and attention to detail

Ability to solve complex operational problems

Ability to manage highly sensitive and confidential information

Knowledge of Ramp, Operations, Provisioning and Freight Agent collective bargaining agreements and Company policies and procedures preferred
Education

Required: High School Diploma or GED

Preferred: College coursework or degree

Experience

Preferred: Two years of airline/military related work experience in ramp/operations/provisioning functions

Licensing/Certification

Must be able to obtain a SIDA badge and meet all local airport requirements

Must possess a valid U.S. driver’s license

May be required by Station Leadership to obtain a Customs Seal and meet all requirements to work international flights

Ability to obtain GSC qualification and comply with DOT drug and alcohol testing program

Physical Abilities

Must be able to lift and move items of 70 pounds and/or more on a regular basis and repetitively lift weights of 40 to 50 pounds on raised surfaces. Must be able to climb, bend, kneel, crawl, and stoop on a frequent basis and for extended periods

Must be able to work in cramped or high places. Must be able to carry heavy items up and down jetway stairs

Must be able to distinguish each color displayed on every type of screening equipment

Must be able to hear and respond to the spoken voice an to audible alarms generated by screening equipment

Must maintain the ability to wear prescribed uniforms

Other Qualifications

Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines

Must be a U.S. citizen

Must be able to comply with Company attendance standards as described in established guidelines

Must be at least 20 years of age

Must be able to work various shifts including nights, weekends, holidays, and overtime and some travel may be required for training

• Pay amount doesn’t guarantee employment for any particular period.

**401(k) Company match contributions are subject to the plan’s vesting schedule. Match contributions may vary based on the position.
*** Profit-sharing contributions are subject to the Retirement Savings Plan vesting schedule and are made at the discretion of the Company.

Southwest Airlines is an Equal Opportunity Employer.
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Job Posting End Date
03/16/2026