Role Summary:

An established and fast-growing international logistics company specializing in air freight and perishable exports is seeking to recruit an experienced Air Cargo Bookings & Customer Service Manager. This is a critical leadership role within the Customer Operations function, responsible for overseeing the complete customer journey from freight enquiries and pricing, airline cargo bookings, shipment coordination, and customer service, through to billing controls and post-shipment support.

Please Note: Applicants must have proven experience in air cargo bookings, freight pricing, customer quotations, airline negotiations, billing controls, and CASS reconciliation. Candidates without hands-on experience in these areas will not be considered.

Key Responsibilities:

1.0 Air Cargo Bookings & Capacity Management:

• Lead and oversee all airline cargo bookings for perishable export shipments.
• Coordinate daily, weekly, and seasonal cargo booking plans based on customer demand and airline capacity.
• Negotiate cargo space allocations with airlines to maximize available capacity and service reliability.
• Ensure timely and accurate airline bookings through Cargo Wise and airline booking platforms.
• Review and approve daily booking schedules before operational cut-off times.
• Monitor airline capacity utilization and proactively manage capacity constraints.
• Coordinate booking amendments and communicate operational changes to Operations and customers.

2.0 Customer Service & Relationship Management:

• Lead the Customer Service team in delivering exceptional customer experience.
• Build and maintain strong relationships with local and international customers.
• Resolve customer complaints and service issues promptly and professionally.
• Collaborate with Operations, Commercial, and Finance teams to ensure seamless service delivery.
• Oversee cargo claims administration and ensure claims are submitted within airline timelines.
• Ensure compliance with agreed Service Level Agreements (SLAs).

3.0 Pricing & Commercial Management:

• Manage freight pricing by preparing competitive quotations, negotiating airline freight rates, maintaining customer rate cards, and ensuring pricing supports revenue growth and profitability.
• Prepare accurate and competitive freight quotations for customers.
• Manage customer pricing requests and ensure timely turnaround.
• Develop competitive pricing proposals in collaboration with airline partners.
• Participate in airline rate negotiations to secure competitive freight rates.
• Prepare and maintain seasonal customer rate cards for management approval.
• Monitor market trends, airline pricing, and competitor activities.
• Support business development initiatives through competitive pricing strategies.
• Drive revenue growth by converting customer enquiries into confirmed business.
• Monitor gross margins and pricing performance against business targets.

4.0 Billing & Financial Controls:

• Oversee billing controls by reviewing, approving, and reconciling shipment billing prior to invoicing, ensuring compliance with approved customer rates, internal financial controls, and CASS requirements.
• Review and approve shipment billing prior to invoicing by the Finance Department.
• Oversee daily billing processes and ensure timely invoicing.
• Coordinate reconciliation of CASS transactions against internal billing records.
• Investigate and resolve billing discrepancies with Finance, Airlines, and Operations.
• Monitor revenue leakage and implement corrective actions.
• Ensure compliance with internal financial controls and billing procedures.
• Prepare billing and revenue reports for Management.

5.0 Leadership & Operational Management:

• Lead, coach, mentor, and develop the Bookings and Customer Service team.
• Allocate work and monitor team productivity and service performance.
• Establish departmental goals and monitor performance against agreed KPIs.
• Ensure compliance with company policies, airline regulations, and operational procedures.

Qualifications & Experience:

• Minimum of 5 years' experience in air cargo, freight forwarding, or logistics operations, including at least 2 years in a supervisory or management role.
• Mandatory hands-on experience in Air cargo bookings, Airline capacity planning, Freight pricing and quotation preparation, Customer rate management, Billing processes, CASS reconciliation.
• Bachelor's degree in business administration, Logistics, Supply Chain Management, Aviation Management, or a related field.
• IATA Air Cargo Certification is required.
• Cargo Wise Certification (Certified Cargo Wise Operator) will be an added advantage.
• Professional certification in Customer Service, Air Cargo, Freight Forwarding, or Logistics will be an added advantage.
• Strong working knowledge of Cargo Wise, airline booking platforms, and Microsoft Office applications.

• Lead and oversee all airline cargo bookings for perishable export shipments.
• Coordinate daily, weekly, and seasonal cargo booking plans based on customer demand and airline capacity.
• Negotiate cargo space allocations with airlines to maximize available capacity and service reliability.
• Ensure timely and accurate airline bookings through Cargo Wise and airline booking platforms.
• Review and approve daily booking schedules before operational cut-off times.
• Monitor airline capacity utilization and proactively manage capacity constraints.
• Coordinate booking amendments and communicate operational changes to Operations and customers.
• Lead the Customer Service team in delivering exceptional customer experience.
• Build and maintain strong relationships with local and international customers.
• Resolve customer complaints and service issues promptly and professionally.
• Collaborate with Operations, Commercial, and Finance teams to ensure seamless service delivery.
• Oversee cargo claims administration and ensure claims are submitted within airline timelines.
• Ensure compliance with agreed Service Level Agreements (SLAs).
• Manage freight pricing by preparing competitive quotations, negotiating airline freight rates, maintaining customer rate cards, and ensuring pricing supports revenue growth and profitability.
• Prepare accurate and competitive freight quotations for customers.
• Manage customer pricing requests and ensure timely turnaround.
• Develop competitive pricing proposals in collaboration with airline partners.
• Participate in airline rate negotiations to secure competitive freight rates.
• Prepare and maintain seasonal customer rate cards for management approval.
• Monitor market trends, airline pricing, and competitor activities.
• Support business development initiatives through competitive pricing strategies.
• Drive revenue growth by converting customer enquiries into confirmed business.
• Monitor gross margins and pricing performance against business targets.
• Oversee billing controls by reviewing, approving, and reconciling shipment billing prior to invoicing, ensuring compliance with approved customer rates, internal financial controls, and CASS requirements.
• Review and approve shipment billing prior to invoicing by the Finance Department.
• Oversee daily billing processes and ensure timely invoicing.
• Coordinate reconciliation of CASS transactions against internal billing records.
• Investigate and resolve billing discrepancies with Finance, Airlines, and Operations.
• Monitor revenue leakage and implement corrective actions.
• Ensure compliance with internal financial controls and billing procedures.
• Prepare billing and revenue reports for Management.
• Lead, coach, mentor, and develop the Bookings and Customer Service team.
• Allocate work and monitor team productivity and service performance.
• Establish departmental goals and monitor performance against agreed KPIs.
• Ensure compliance with company policies, airline regulations, and operational procedures.

• Air cargo bookings
• Airline capacity planning
• Freight pricing and quotation preparation
• Customer rate management
• Billing processes
• CASS reconciliation
• Cargo Wise
• Airline booking platforms
• Microsoft Office applications

• Minimum of 5 years' experience in air cargo, freight forwarding, or logistics operations, including at least 2 years in a supervisory or management role.
• Mandatory hands-on experience in Air cargo bookings, Airline capacity planning, Freight pricing and quotation preparation, Customer rate management, Billing processes, CASS reconciliation.
• Bachelor's degree in business administration, Logistics, Supply Chain Management, Aviation Management, or a related field.
• IATA Air Cargo Certification is required.
• Cargo Wise Certification (Certified Cargo Wise Operator) will be an added advantage.
• Professional certification in Customer Service, Air Cargo, Freight Forwarding, or Logistics will be an added advantage.
• Strong working knowledge of Cargo Wise, airline booking platforms, and Microsoft Office applications.