CARGO.ONE-ON-ONE
Paloma Diaz Horstmann
Customer Success Manager

Meet Paloma, who joined cargo.one after studying Economics and Business at Maastricht University and finishing her pilot training at Lufthansa. At cargo.one, she has been building up the customer support team, making sure that every customer has the best possible booking experience.

In times of the COVID-19 crisis, she is supporting freight forwarders 24/7 with our regular, as well as additional, support services to make sure their operations run as smoothly as possible.


What convinced you to join cargo.one?

I joined cargo.one because I truly believe in the company’s mission to revolutionize the air cargo industry and help air freight companies to move into a digital future. I was excited to be part of a young team and a thrilling environment where every day means new challenges and being surrounded by people who constantly give 110%. 


How does the customer support team work?

The presence of cargo.one and its role in digitizing the air freight market means that air freight forwarders will automate their daily operations and much of their business model significantly.

This causes their entire behavior to change and at the same time increases their expectations about customer experience in terms of ease, speed, reliability, and transparency. The cargo.one support team is crucial in maintaining those expectations and providing instant help 24/7. We are able to assist our customers via live chat, email, and phone and work closely with the sales teams of our partner airlines as well as GSA’s to provide the best customer experience possible. 


What are the daily challenges you tackle in the customer support team?

Just as it was decades ago, the freight forwarding business still requires many handovers, involves many stakeholders, and strongly relies on personal relationships. The biggest challenge has been to create trust amongst our customers and helping them break their traditional ways of operating. 


We know that freight forwarders are responsible for the end-to-end journey of their customer’s shipment. It is our top priority to help and support them in every possible way so that every handover along the value chain runs smoothly. This means, dealing with booking updates, flight delays, cancelations or offloads - always providing viable alternatives and solutions quickly. 


What are the specific challenges freight forwarders are facing in times of the COVID-19 crisis and how do you and the team support them? 

As countries are trying to manage the spread of COVID-19 and impose travel restrictions and lockdowns, cargo in transit is delayed and many times offloaded and sent back to the freight forwarder. Volatile air cargo prices and airline operations have created uncertainty among the air freight companies as the industry is struggling to serve the remaining demand. 


During these times of crisis and confusion, we have made it our mission to monitor every shipment and its trajectory, ensuring that it is delivered in time, and if not, providing cancelation and delay statements with an exact reason. We update our customers daily on available flights and freighter capacity and keep them informed about significant changes through a global airline operating dashboard. Our customers can approach us at any time with questions and doubts and be sure, that we will do anything to help them. 

To me cargo.one is:

A team that is a constant source of inspiration and breakthrough leaders.


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