Reservations & Customer Service Coordinator

Position Summary: This position will be responsible for coordinating all reservation & customer service related matters with the sales team of the territory.

Major Job Accountabilities:

• Identifies, contacts customers and books cargo to fill flights.
• Identifies and communicates problems in freight allocation and pallet build-up to terminal services and/or management and ensures solution.
• Books the cargo information into System
• Proactively solicits cargo from customers when booking is not sufficient to fill the flights, and to get approval from the management if spot rates are required to general demand.
• When requested or pre-approved, calculates, analyzes and provides appropriate spot rates to customers.
• Identifies, researches and resolves customer service issues and/ or ensures resolution.
• Tracks all on forwarded cargo to final destination via aircraft or truck. Coordinates truck movements with operations.
• Traces missing cargo and follow-up on tracers, provides freight status alert and/or customer call back-up support.
• Researches local claims and provides documentation to corporate customer service.
• Responds to customers’ questions, problems, requests and/or complaints.
• Co-ordinate both internal and external with relative department to ensure effective communication
• Perform other duties as assigned.

Qualifications:

• Bachelor degree of any discipline or equivalent work experience in air cargo industry
• At least 1 year of experience in air cargo industry
• Independent, high degree of decision making skills and stress resistance
• Strong ability to manage complex situations under time pressure
• Strong analytical skill and excellent communication skills
• Equivalent combination of education and work experience
• Knowledge of logistics planning and pricing principles
• Experience in the air cargo industry is preferred

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