Reservations & Customer Service Coordinator

Atlas Air Worldwide; Hong Kong; On-site; HKD 180,000 - 260,000; Full time

Job summary

Atlas Air Worldwide in Hong Kong seeks a Reservations & Customer Service Coordinator to coordinate all reservation and customer service matters with the sales team for the territory. You will identify customers, book cargo to fill flights, and communicate issues to ensure smooth operations.

You will track cargo, respond to inquiries, and coordinate with internal departments to deliver exceptional service. The role requires a bachelor’s degree and air cargo experience.

Qualifications

• Bachelor degree or equivalent.
• At least 1 year of experience in air cargo industry.
• Independent, high degree of decision making skills and stress resistance.
• Strong ability to manage complex situations under time pressure.
• Strong analytical skill and excellent communication skills.
• Equivalent combination of education and work experience.
• Knowledge of logistics planning and pricing principles.
• Experience in the air cargo industry is preferred.

Responsibilities

• Coordinate all reservation & customer service matters with the sales team of the territory.
• Identify, contact customers and book cargo to fill flights.
• Communicate problems in freight allocation and pallet build-up to terminal services or management and ensure a solution.
• Book cargo information into the system and update records.
• Solicit cargo from customers when bookings are insufficient and obtain approval for spot rates.
• Calculate and provide appropriate spot rates to customers when requested.
• Identify, research and resolve customer service issues and ensure resolution.
• Track forwarded cargo to final destination and coordinate truck movements with operations.
• Trace missing cargo and follow up on tracers, providing status alerts.
• Research local claims and provide documentation to corporate customer service.
• Respond to customers’ questions, problems, requests and complaints.
• Coordinate internally and externally to ensure effective communication.
• Perform other duties as assigned.

Skills

Analytical skills

Communication skills

Stress resistance

Decision making

Time management

Education

Bachelor degree or equivalent

Job description

Reservations & Customer Service Coordinator

Join Atlas Air Worldwide. Move the World with Us!

At Atlas Air Worldwide, we’re not just an airline, we’re a global engine powering cargo, passenger, and leasing operations across more than 70 countries. As a leader in outsourced aviation logistics, we’re built on a foundation of safety, service excellence, integrity, innovation, teamwork, and responsibility. With over 30 years of history, a modern all-Boeing fleet, and nearly 5,000 teammates collaborating across operations, technical, and corporate functions, we’re driven by purpose.

If you're ready to grow, innovate, and help us deliver excellence every single day, you belong here.

Position Summary: This position will be responsible for coordinating all reservation & customer service related matters with the sales team of the territory.

Major Job Accountabilities:

• Identifies, contacts customers and books cargo to fill flights.
• Identifies and communicates problems in freight allocation and pallet build-up to terminal services and/or management and ensures solution.
• Books the cargo information into System
• Proactively solicits cargo from customers when booking is not sufficient to fill the flights, and to get approval from the management if spot rates are required to general demand.
• When requested or pre-approved, calculates, analyzes and provides appropriate spot rates to customers.
• Identifies, researches and resolves customer service issues and/ or ensures resolution.
• Tracks all on forwarded cargo to final destination via aircraft or truck. Coordinates truck movements with operations.
• Traces missing cargo and follow-up on tracers, provides freight status alert and/or customer call back-up support.
• Researches local claims and provides documentation to corporate customer service.
• Responds to customers’ questions, problems, requests and/or complaints.
• Co-ordinate both internal and external with relative department to ensure effective communication
• Perform other duties as assigned.

Qualifications:

• Bachelor degree of any discipline or equivalent work experience in air cargo industry
• At least 1 year of experience in air cargo industry
• Independent, high degree of decision making skills and stress resistance
• Strong ability to manage complex situations under time pressure
• Strong analytical skill and excellent communication skills
• Equivalent combination of education and work experience

Knowledge of logistics planning and pricing principles

Experience in the air cargo industry is preferred

#LI-SL1

AtAtlas Air Worldwide, we believe in the power of people, the promise of innovation, and the responsibility we hold to each other, to our customers, and to the planet. Join us and be part of a team that lifts more than cargo; we lift ambition.