Looking for a challenge in one of the world’s largest airfreight logistics organisations?
At IAG Cargo we are in the business of moving things. From antibiotics to groundbreaking tech, gold bullion to avocados and everything in between. We move cargo that positively impacts society worldwide. Whatever people need, wherever they are. At IAG Cargo we open the skies and fly the world to bring people the things they really need.

About the role
The Commercial Support Agent is performing a series of activities designed to enhance the level of customer´s satisfaction as well as increasing customer´s expectation within a specific time.
These activities have been designed to provide commercial services support 365 to our customers, key stakeholders/partners and worldwide stations.
What you’ll do
- Provide customer/agents tracing and queries support on shipments within all cargo network, ensuring timely responses and effective resolution.
- Dealing with telephone hotline and case management platform for handling requests, queries or incidents,



providing information of shipments and discrepancies to allow recovery promised rebooking.
- Monitoring special cargo traffics and premium products.
- Arrange approvals, ‘ok to forward’ and services with partners regarding premium and special handling products.
- Coordinate with other departments to meet customer expectations.
- Proactive actions informing customers about offloads and other operational disruptions.
- Daily business of CSU department according to process and procedures in place.

It's all about you
What you’ll bring to IAG Cargo:
- Passion for Customer Service and strong customer advocacy.
- Understands the impact of high level service delivery to the commercial organization.
- Strong communication and empathy skills.
- Disciplined in time management.
- Adaptable and able to adapt to change in priorities.
- Good relationship builder.
- Ability to adapt and empathize with different audiences, potentially including exter

📌 Customer Support Unit Agent (Madrid)
🏢 Iag Cargo
📍 Madrid