Reservations & Customer Service Coordinator
Atlas Air, Inc.
Salary undisclosed
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Description
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
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Knowledge of logistics planning and pricing principles
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Experience in the air cargo industry is preferred
#LI-SL1
At Atlas 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.
About this role
Atlas Air's Hong Kong reservations team handles the operational backbone of cargo logistics—booking flights, solving allocation problems, and keeping customers informed from pickup to delivery. You'd work directly with the sales team to fill aircraft, manage customer inquiries, coordinate truck movements, and track shipments through to their final destination. The role demands someone who can juggle multiple priorities simultaneously: negotiating spot rates with customers, researching missing cargo claims, resolving service issues, and communicating across internal and external teams under tight deadlines.
This is an in-office position suited to someone with at least a year of air cargo experience and a bachelor's degree (or equivalent industry background). You'll need strong analytical skills to handle pricing and logistics planning, excellent communication to manage both customer-facing and internal coordination, and the composure to make independent decisions when problems arise. If you thrive in fast-paced, detail-oriented environments and have a track record in cargo operations, this role offers direct involvement in keeping Atlas Air's global network moving.
Pay for this role
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