Department: Cargo Operations & Commercial Sales

Experience Required: 1-3 Years (Experience with Aviation/Logistics degree considered)

1. Role Summary The Customer Service and Reservation Agent (Air Cargo) serves as the primary point of contact for freight forwarders, commercial shippers and clients. This role is responsible for processing cargo reservations, managing flight capacity allocations, handling customer inquiries, issuing Air Waybills (AWB), and ensuring smooth coordination between cargo sales and airport ground operations to maximize cargo space utilization and maintain service excellence.

2. Key Responsibilities & Duties

- Cargo Reservations & Booking Management: Process cargo space bookings for freight forwarders and direct shippers via airline cargo reservation systems (e.g., CargoSpot, CHAMP, SkyChain, Mercator,I cargo).
- Capacity Optimization: Monitor space availability and flight schedules to optimize cargo load factors across freighter aircraft.
- Customer Support & Inquiry Resolution: Provide prompt rates, schedules, tracking details, and shipment status updates to customers via telephone, email, and front-desk counters.
- Documentation & Compliance: Issue and verify Master Air Waybills (MAWB) and House Air Waybills (HAWB). Ensure complete adherence to IATA regulations, Dangerous Goods Regulations (DGR), customs clearance documents, and export/import compliance.
- Irregularity & Claims Handling: Manage tracking exceptions, offloaded shipments, delays, damaged cargo, or tracing lost shipments (ULD tracking), communicating proactively with affected clients.
- Billing & Rate Application: Apply accurate freight rates, fuel/security surcharges, and special handling fees.



Prepare accurate billing instructions and collect payments where necessary.
- Cross-Functional Coordination: Coordinate seamlessly with GSA (General Sales Agent) partners to ensure timely cargo acceptance and uplift.

3. Key Performance Indicators (KPIs)

- Booking Accuracy and Speed of AWB Processing
- Customer Satisfaction & Inquiry Response Turnaround Time (TAT)
- Capacity Utilization Efficiency (Flown vs. Booked Capacity)
- Compliance Adherence (Zero DGR / Customs Documentation Errors)

4. Educational Qualifications & Experience

- Bachelor's degree in Logistics, Supply Chain Management, Aviation, Business Administration
- 1 to 2 years of experience in air cargo customer service, cargo reservations, or freight forwarding operations.
- Familiarity with IATA standards, Air Cargo Tariff Rules (TACT), and general customs requirements.
- Certification in IATA Dangerous Goods Regulations (DGR) or Live Animals Regulations (LAR) is a strong advantage.

5. Skills & Competencies

- Technical Proficiency: Proficiency in air cargo management systems (I Cargo, Cargo Spot, CHAMP, Mercator, etc.) and MS Office Suite (Word, Excel, Outlook).
- Communication Skills: Strong written and verbal communication skills in English and local business languages.
- Problem-Solving: Ability to think quickly and resolve logistics bottlenecks, delayed shipments, or cargo space conflicts under pressure.
- Detail Orientation: High accuracy in handling numerical data, dimensions, weights, volumetric calculations, and regulatory documents.

6. Working Conditions & Key Benefits

- Work Environment: Monday to Saturday
- Shift Work: 6 PM to 2 AM
- Key Benefits: Competitive salary package, health insurance, annual leave, Annual bonus and growth opportunities opportunities in aviation.

📌 Customer Service and Reservation Agent (Air Cargo) (Hyderabad)
🏢 Spiritus Consulting P
📍 Hyderabad