Cargo Customer Service

About the role

Right Now Group are currently recruiting for a Cargo Customer Service Specilaist to join a well-established aviation and cargo services provider based in the Heathrow area. Our client is seeking a customer-focused individual to support cargo operations, ensuring bookings, capacity management, and customer service activities are handled efficiently and accurately. Position: Cargo Customer Service Location: Heathrow Hours: Monday - Friday, 09:00 - 17:30 Salary: £24,000 - £28,000 per annum (dependent on experience) Key Responsibilities for a Cargo Customer Service Specialist : Manage the complete end-to-end cargo booking process. Act as the main point of contact for customer enquiries via telephone and email. Liaise with UK freight forwarders, overseas offices, Ground Handling Agents, and internal teams. Maintain and update in-house and airline operating systems, ensuring all booking information is accurately recorded. Oversee and manage pre-bookings and capacity allocations. Monitor capacity control and prioritise shipments to maximise service efficiency. Respond to customer requests regarding shipment tracking and post-flight information. Coordinate service recovery actions to maintain a high level of customer satisfaction. Provide booking lists to Ground Handling Agents and issue pre-alerts to destination stations. Support the wider cargo operations team to ensure seamless customer service delivery. Key Skills for a Cargo Customer Service Executive: Previous experience within an Airline, GSSA, Cargo Airline, or Freight Forwarding environment is desirable but not essential. Strong customer service skills Ability to work effectively in a fast-paced environment while managing multiple priorities. Confident working independently and making decisions regarding capacity management. Excellent communication and interpersonal skills. Strong IT skills with experience using operational systems and Microsoft Office applications. Analytical mindset with excellent planning and organisational abilities. High level of attention to detail and accuracy. Please note: The successful candidate will be required to complete any necessary background checks as applicable.

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