Cargo Customer Service Representative H/F

Vacancy details

General information



Position description

Job title

Cargo Customer Service Representative H/F


Cargo & Logistics - Logistics

Socio-professional category


Contextual information

Are you looking for an exciting new opportunity? Would you like to make a real difference to our customers by delivering service excellence and by establishing a “state of the art” customer experience combining the strength of human and digital?
Are you able to work in a complex and dynamic environment and has knowledge of the Cargo Industry?
If your answer to these questions with YES, then we just might have the opportunity for you!
We are looking for a Cargo Customer Service Representative to join our Italian team in Milan Segrate.

Where do you land?
Air France KLM Martinair Cargo is the dedicated air cargo business of the AIR FRANCE KLM Group and the world’s biggest non-integrator operator. Air France KLM’s cargo division represents different operating carriers e.g. Air France, KLM, Martinair, Delta Airlines… these carriers delegated their cargo responsibilities to Air France KLM.
One of the leading Cargo strategy themes is ‘be where the customer is’. Our goal is to optimize our customer value and to maximize customer satisfaction.
Customer Service is a key contributor to the above strategy, being the first point of contact for our customers and internal linking pin for various cargo domains.
Italy & Switzerland is one of the biggest European markets of Air France KLM Martinair Cargo with 204 million € All-in Revenue earned from the transport of 44,522 tons of goods transported during the 2022 financial year.

Job description

What will the purpose of your job be?
As Cargo Customer Service Representative, you’ll be part of the Customer Service team to ensure customer satisfaction by providing best in class service to our customers via all channels. This Service covers the complete customer journey from offer to after sales.
This service-oriented position in a commercial environment includes customer specific offer preparation, ad-hoc data analysis and follow up on incoming quotation requests.
In your Cargo Customer Service Representative role you will be able to identify and execute commercial opportunities and realize rate optimization through close collaboration with the Sales and Business Development teams.
AFKL Cargo being the leading innovator on Digital channels, you will also act as a Digital Support Officer, to guide and support customers in their online journey.

What are you going to do?
First entry point for commercial customer contact, you:

  • Deliver a high-level service standard to customers.
  • Handle incoming phone calls, emails or digital requests.
  • As Digital Support Officer, guide and support customers in their online journey.
  • Build and maintain customer intimacy/relationship.
  • Maintain and update customer database and other relevant systems.
  • Actively contribute to customer satisfaction (NPS).

Digital Support Officer / Pre-sales

  • Support customers with the use of functionalities of our channels (Digital, myCargo, direct API’s etc.)
  • Actively stimulate the customer to use online tooling by informing them on the advantages of
    doing business online.
  • Utilize online and offline customer behavior data in the customer dialogue to steer and stimulate the usage of digital tools and platforms.
  • Signal trends and identify customer needs based on data and customer interaction.

Offer process

  • Handle incoming quotation requests and promote or redirect to digital channels if relevant.
  • Negotiate the best possible rate and utilize cross and upsell opportunities.
  • Judge & prioritize quotes based on commercial strategy as well as on capacity, network and operational feasibility.
  • Ensure all offers are within pricing guidelines/boundaries and in line with compliance instruction and applicable regulations.
  • Facilitate escalation process related to the dynamics of demand versus capacity, market internal and overlapping in concert with Sales, Revenue Management and Operations.
  • Identify, analyze and execute commercial opportunities

Booking process

  • Handle incoming booking requests and follow up actions for specific bookings in line with process instructions.
  • Modify bookings upon customer request.
  • Initiate and manage escalations when needed.
  • Ensure all bookings are in line with compliance instructions, applicable regulations and booking reliability.

After sales/Service

  • Follow up on relevant actions as AFLS queues
  • Find alternative solutions in case of booking reassignments.
  • Proactively inform clients in case of booking deviations
  • Handle escalations

Sought profile

Your profile
Our ideal candidate:
• 2 years of experience in the Air Cargo / Airline Industry
• Sales experience appreciated
• General knowledge, interest and experience in Digital and Service innovation
• Knowledge of Commercial and Logistic processes
• Excellent knowledge of Microsoft Office 365 package and web applications
• Fluent in English and C1 Italian (written/verbal)
• Brings energy and shows curiosity. No status quo!

• Excellent customer & service orientation
• Analytical
• Commercial & Negotiation skills
• Organizational awareness
• Resilience
• Initiative & Teamwork
• Communication skills

We offer
• A challenging role in a very dynamic Industry
• Full-time undetermined contract in Italy
• Salary package according to FAIRO CCNL (levels 6 to 3 based on your experience)
• Smart working offered 2 days/week after onboarding period (6 months)
• Airline benefits
• Room for personal and career development

Contract type


Wished start date


Types of schedules


Candidate criteria

Minimum level of education required



  • Italian (Bilingual)
  • English (Fluent)

Position location

Job location



Segrate, Milano