The Customer Service & Operations Officer plays a vital role in ensuring efficient and customer-centric handling of air cargo operations. This position is responsible for managing the end-to-end process of cargo bookings, coordinating with principles airlines, freight forwarders, and ground handlers, and ensuring compliance with all regulatory and safety standards while delivering high levels of customer satisfaction

Customer Service:

• Serve as the primary point of contact for clients, freight forwarders, and agents regarding air cargo services.
• Handle inquiries, bookings, and service requests in a timely and professional manner.
• Provide accurate cargo quotations and follow up on pending sales leads.
• Maintain strong customer relationships through proactive communication and support.
• Address and resolve customer complaints or service failures efficiently.

Cargo Operations:

• Coordinate daily cargo acceptance, buildup, and dispatch activities in line with airline and IATA regulations.
• Monitor cargo handling performance to ensure timely uplift and delivery.
• Prepare and verify air waybills (AWBs), flight manifests, and all necessary documentation.
• Work closely with ground handlers to ensure cargo is handled safely and securely.
• Ensure accurate data entry into cargo systems and maintain operational records.

Compliance & Reporting:

• Ensure all cargo operations comply with international aviation standards (IATA, ICAO) and local customs/regulatory requirements.
• Support audits, inspections, and documentation reviews.
• Prepare daily/weekly reports on cargo volume, flight loads, and service KPIs

• Bachelor’s degree in logistics, supply chain, aviation management, or a related field.
• Minimum 2–3 years of experience in air cargo, freight forwarding, or logistics operations.
• Strong understanding of air cargo procedures and documentation
• Proficient in cargo management systems (e.g., Cargospot, Champ, or similar).
• Excellent communication and customer service skills.
• Ability to work under pressure and in a fast-paced environment.
• Detail-oriented, organized, and a team player.
• Fluency in English is an advantage.