Customer Service Supervisor

Supervisor Cargo Customer Service

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.

Pay of $36.00 to $37.50 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 dollar for-dollar 401(k) Company match contribution of up to 9.3% of your eligible earnings
• 3% Short Term Incentive (STI) bonus to be paid on the base salary in alignment with company performance.
• Potential for annual profit-sharing contribution in the Southwest Retirement Savings Planwhen 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.

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 scheduleevery 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. Please print/save this job description because it won't be available after you apply.

Job Posting End Date 09/11/2026