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As our Executive – Cargo Customer Service, you’ll be the frontline expert supporting our US East Coast operation from the UK, handling complex and high-value cargo bookings. From pharmaceuticals to luxury vehicles and interline shipments, you’ll manage specialist customer needs with precision, empathy, and commercial awareness. This role plays a key part in extending our global coverage, giving you exposure to international markets while working closely with Sales, Revenue Optimisation, and Operations teams to deliver a seamless customer experience. You’ll be part of a collaborative UK-based team, benefiting from strong onboarding, support, and development, while contributing directly to revenue performance and customer satisfaction.
Job Responsibility:
Manage specialist bookings and quotes for UK and US customers, including high-value and sensitive shipments
Handle escalated customer queries and VIP accounts with professionalism and care
Negotiate rates for complex shipments in collaboration with Revenue Optimisation and Sales teams
Ensure compliance with IATA, Dangerous Goods, and GDP regulations
Support customers in using online booking platforms and troubleshoot booking issues
Drive customer satisfaction by resolving service failures and prioritising high-impact accounts
Requirements:
Amazing customer service skills and proven experience in a customer-facing role
Previous cargo, contact centre, or sales experience (desirable)
Understanding of freight forwarding and cargo revenue management
Excellent communication, negotiation, and relationship-building skills
Strong organisational skills and attention to detail
PC literacy and familiarity with booking systems and CRM tools
Nice to have:
Previous cargo, contact centre, or sales experience