Customer Service

A Cargo Airline Customer Service Representative provides customer support and coordinates the movement of air freight shipments. The representative serves as a key point of contact between customers, freight forwarders, operations teams, and other airline departments to ensure cargo is booked, documented, tracked, and handled efficiently.

Key Responsibilities

Work closely with the cargo airline's Sales Director and Sales Manager to accomplish the following:

• Assist customers with air cargo bookings, shipment status, schedules, rates, and general inquiries.
• Create, modify, and confirm cargo reservations.
• Track shipments from acceptance through departure, arrival, and final release.
• Review Air Waybills (AWBs) and other shipping documents for accuracy and completeness.
• Verify shipment requirements, including weight, dimensions, routing, documentation, and handling instructions.
• Provide information regarding cargo cut-off times, flight schedules, availability, delays, and irregular operations.
• Communicate shipment delays, cancellations, offloads, or other service issues to customers and assist with alternative arrangements.
• Handle special cargo according to airline procedures, including perishables, valuable cargo, live animals, pharmaceuticals, oversized freight, and dangerous goods.
• Assist freight forwarders, shippers, and consignees with cargo acceptance and release procedures.
• Process applicable cargo charges, fees, and documentation.
• Maintain accurate shipment records and update cargo systems as required.
• Investigate missing, delayed, damaged, or incorrectly routed cargo and escalate claims or service issues when necessary.
• Respond professionally to customer complaints and work toward timely resolution.
• Follow airline security requirements, TSA regulations, customs procedures, IATA standards, and company policies.
• Maintain effective communication with internal departments and external customers throughout the shipment process.
• Other tasks as assigned by management.

Qualifications

• High school diploma or equivalent; associate or bachelor's degree is a plus.
• Basic knowledge of the air cargo industry preferred but not required.  Knowledge of airline operations, freight forwarding, logistics, transportation, or customer service is a plus.
• Strong verbal and written communication skills. Bilingual - English/Spanish (spoken and written).
• Good computer and data-entry skills.
• Ability to work accurately in a fast-paced, time-sensitive environment.
• Strong organizational, multitasking, and problem-solving abilities.
• Ability to provide professional customer service during operational disruptions.
• Ability to work as a team member as well as independently.
• Ability to work flexible schedules, including nights, weekends, holidays, and rotating shifts when required.