Key Responsibilities and Required Skills for Air Freight Agent

🎯 Role Definition

An Air Freight Agent (also called Air Cargo Agent or Freight Forwarding Agent) manages the end-to-end
movement of air cargo for import and export shipments. The role combines customer service, operational
coordination with carriers and ground-handling agents, documentation and regulatory compliance (IATA,
DGR, customs), and day-to-day problem solving to ensure on-time delivery, accurate billing, and high
levels of customer satisfaction. Air Freight Agents are the operational backbone of air freight
forwarding companies, integrators, ground handlers, and airlines.

📈 Career Progression

Typical Career Path

Entry Point From:

Customer Service Representative or Call Center Agent in logistics
Logistics Coordinator or Shipping Clerk with exposure to air shipments
Import/Export Clerk or Customs Documentation Assistant

Advancement To:

Senior Air Freight Agent / Lead Freight Agent
Air Freight Supervisor or Operations Supervisor
Freight Operations Manager / Head of Air Operations
Account Manager for Key Air Cargo Customers

Lateral Moves:

Ocean Freight Coordinator or Multimodal Freight Specialist
Customs Broker or Import/Export Compliance Specialist
Warehouse/Terminal Operations Supervisor

Core Responsibilities

Primary Functions

Coordinate and manage the entire life cycle of air export shipments, including booking space with airlines, issuing and verifying air waybills (AWB), preparing export documentation (commercial invoices, packing lists, certificates of origin), and confirming acceptance to the carrier to meet customer deadlines and routing instructions.
Handle import cargo flows by receiving arrival notifications, preparing delivery orders, arranging customs clearance instructions, coordinating ground transportation, and confirming final consignee delivery while tracking status in the TMS and communicating ETA/ETD to stakeholders.
Prepare, audit and validate all transport and customs documentation for compliance with IATA, airline-specific requirements and national customs regulations; ensure accuracy of commodity descriptions, HS codes and declared values to prevent fines and delays.
Generate competitive freight rate quotes for air import/export shipments by researching carrier tariffs, surcharges (fuel, security, peak season), handling charges and transit times; negotiate space and rates with airline schedulers and consolidators to secure capacity for customers.
Book and allocate ULDs (unit load devices) and coordinate with ground handling agents and ULD control to ensure proper loading, tracking, and return logistics; plan transshipment and interline transfers to optimize routing and minimize handling.
Manage hazardous materials (DGR) shipments by verifying DG declarations, checking packaging and labeling compliance, applying IATA DGR rules, and liaising with DG-certified staff to ensure safe acceptance and carriage.
Execute electronic air waybill (e-AWB) processes and EDI/API exchanges with carriers, customs and trading partners; review EDI/AS2/FTP messages for bookings, AWB issuance, flight manifests, arrival notices and exception handling.
Monitor real-time flight schedules, notify customers of operational updates, manage exceptions (delays, misroutes, equipment shortages), and proactively propose alternatives to minimize disruption to supply chains.
Perform daily shipment tracking and tracing, update booking and shipment statuses in freight management systems, and provide timely, clear communication to shippers, consignees and internal teams until final delivery is confirmed.
Coordinate temperature-controlled and special cargo (perishables, pharmaceuticals, live animals) by arranging appropriate cold-chain handling, pre-alerts, special handling codes, and ensuring compliance with IATA and industry best practices.
Prepare and reconcile freight invoices, chargeable weight calculations (actual vs. volumetric), and additional charges (storage, demurrage, handling) in coordination with billing teams; resolve billing disputes and support month-end financial reconciliations.
Liaise with customs brokers and regulatory authorities to secure import/export permits, licenses, and customs clearance; prepare and submit pre-alerts and customs entries and respond to customs queries, holds and inspections.
Manage consolidation and deconsolidation operations for groupage shipments by coordinating consolidation manifests, preparing house AWBs, and ensuring proper separation of customer goods and accurate invoicing for pooled shipments.
Maintain accurate booking and shipment records in the TMS/forwarding system, perform quality checks on data entries, archive paperwork per company and regulatory retention policies, and support audit requests.
Build and maintain positive customer relationships by acting as the primary operational contact for account queries, expediting service recovery for delays or damage, and delivering proactive status updates to retain and grow client accounts.
Conduct root-cause analysis for operational disruptions, implement corrective actions with carriers and handling partners, and document lessons learned to continuously improve service levels and reduce recurring errors.
Coordinate with procurement and carrier relations to source and onboard new airline partners, secure contract terms, and track carrier performance metrics (on-time delivery, loss/damage, claims resolution).
Handle claims reporting for lost, damaged or short-shipped cargo by documenting incidents, coordinating inspections, compiling supporting documents (PODs, photos, invoices), and liaising with insurers and carriers to achieve resolution.
Ensure workplace health and safety compliance in the cargo terminal and office environment by following manual handling protocols, dangerous goods handling procedures, and participating in safety audits and trainings.
Train and mentor junior freight staff on booking systems, AWB issuance, DGR rules, customs basics and customer service best practices to strengthen team capability and operational continuity.
Manage seasonal and volume surges by reprioritizing workloads, coordinating extra capacity (charters, additional flights) and implementing temporary routing strategies to meet customer expectations.
Maintain up-to-date knowledge of global trade disruptions, airline network changes, customs rule updates, and evolving e-commerce shipping practices to adapt operational plans and advise customers on best routing and compliance practices.

Secondary Functions

Prepare and deliver weekly/monthly operational KPI reports (on-time performance, claims rates, booking accuracy) to operations managers and commercial teams to support decision-making and continuous improvement.
Support sales and account teams by providing operational input for new business proposals, feasibility assessments, lead times, and service level commitments.
Participate in cross-functional projects such as TMS/ERP implementations, EDI/API onboarding, or process standardization initiatives to improve automation and reduce manual processing.
Assist with periodic carrier and vendor audits by compiling required documentation, demonstrating operational processes, and following up on corrective action plans.
Maintain and update standard operating procedures (SOPs) and job aids for air freight operations to keep training materials current and reduce onboarding time.
Support ad-hoc reporting needs and data requests for route analysis, pricing benchmarking, and capacity planning in collaboration with analytics or commercial teams.

Required Skills & Competencies

Hard Skills (Technical)

Air waybill (AWB) preparation and house AWB / master AWB management.
Deep knowledge of IATA regulations and airline air cargo operating rules.
Dangerous Goods (DGR) awareness and ability to follow IATA DGR documentation requirements; DGR certification preferred.
Customs documentation and import/export compliance, including HS code familiarity and working with customs brokers.
Proficiency with freight forwarding systems / TMS (CargoWise, Kewill, Magaya, Seabury, or equivalent) and booking platforms.
EDI/API handling and electronic AWB (E-AWB) processing; ability to read and troubleshoot EDI messages (Booking, AWB, Manifest).
Rate calculation, chargeable weight (actual vs. volumetric) computation, and basic commercial pricing knowledge.
Booking, space allocation and ULD coordination experience.
Experience with perishable/pharma handling requirements, including temperature-controlled logistics and cold chain protocols.
Claims handling and freight insurance documentation (PODs, inspection reports, commercial invoices).
Strong Excel skills (VLOOKUP, pivot tables) and experience with shipment tracking tools and reporting dashboards.
Familiarity with airline nomenclature, routings, flight numbers, and hub/transit operations.
Knowledge of freight consolidation/deconsolidation and groupage operations.

Soft Skills

Clear, professional verbal and written communication for customer-facing interactions and cross-team coordination.
Strong customer service orientation with a solutions-first mindset and commercial awareness.
Exceptional attention to detail and accuracy under high-volume, time-sensitive conditions.
Excellent organizational skills, prioritization and multi-tasking in a fast-paced logistics environment.
Problem solving and decision-making with an ability to propose alternative routings or corrective actions quickly.
Negotiation skills to secure space, capacity and commercial terms with carriers and partners.
Team player attitude, mentoring capability and experience collaborating with operations, sales and customs teams.
Resilience and composure under pressure during irregular operations, delays or unexpected disruptions.
Analytical mindset for tracking KPIs, identifying trends and supporting continuous improvement.
Adaptability to changing regulations, technologies and seasonality in air cargo markets.

Education & Experience

Educational Background

Minimum Education:

High school diploma or equivalent with demonstrated logistics or customer service experience.

Preferred Education:

Bachelor's degree in Supply Chain Management, Logistics, International Business, Transportation Management, or related field.

Relevant Fields of Study:

Supply Chain Management
Logistics and Transportation
International Trade / International Business
Business Administration / Commerce

Experience Requirements

Typical Experience Range:

1–5 years in air cargo operations, freight forwarding, airline cargo handling or a logistics environment.

Preferred:

3+ years’ experience specifically in air freight operations or freight forwarding with hands-on AWB, booking and customs exposure.
Experience with global carriers, e-AWB implementations, and handling DGR and special cargo (pharma/perishables) is highly desirable.
Familiarity with CargoWise, other TMS platforms, EDI, and international trade compliance.