The air cargo industry is a crucial element in the running of the global economy, yet is often completely taken for granted – an unseen understudy in an aviation industry dominated by passenger travel. Likewise, the wealth of career opportunities across the air cargo industry remains invisible to the public eye. CargoForwarder Global’s ‘Spotlight On…’ series aims to highlight the many different functions involved in ensuring that cargo flies from A to B safely, efficiently, and on time. And we want to get to know the people behind the job title: what brings them to our industry, and what advice do they have for those considering a career in air cargo.
First up is Paula Astudillo (PA), Service Delivery Manager at CHAMP Cargosystems S.A.
CFG: What is your current function? And what are your responsibilities?
PA: As a service delivery manager, I am responsible for ensuring that our customers’ business needs are met by our IT solutions. I coordinate the delivery of support and change requests, monitor the performance and quality of our services, and manage the relationship with each of the customers assigned to me. I also provide feedback and suggestions to our product development team, based on the customers’ feedback and expectations.
CFG: What does a normal day look like for you? Or is there such a thing?
PA: There is no such thing as a normal day for me, as every day is different and brings new challenges and opportunities. I usually start my day by checking my emails and messages and prioritizing the most urgent and important tasks. I then have a series of meetings and calls with customers, support teams, project managers, and developers, to discuss the status of ongoing issues, requests, and projects. I also have to prepare and review reports, contracts, and invoices, and ensure that they are accurate and timely. I often have to deal with unexpected situations, such as system failures, customer complaints, or changing requirements, and I have to find solutions and communicate them effectively to all the stakeholders involved. I end my day by updating my records, documenting my actions, and planning for the next day.
CFG: How long have you been in the air cargo industry, and what brought you to it?
PA: I have been in the air cargo industry for 22 years, and I love it. I started my career as a cargo agent, working in the field and handling the physical aspects of cargo operations, such as loading, unloading, labeling, scanning, and tracking. I learned a lot about the processes and regulations of the industry, and I enjoyed the hands-on and fast-paced nature of the job. After five years, I decided to switch to the IT side of the industry, and I joined CHAMP Cargosystems as a support analyst. I was in charge of providing technical assistance and troubleshooting to customers who used our software solutions. I gained a lot of knowledge and skills in IT, and I also improved my communication and customer service abilities. I gradually progressed to more senior roles, such as business analyst, project manager, and product manager, until I became a service delivery manager four years ago.
CFG: What do you enjoy most about your job?
PA: What I enjoy most about my job is the close contact with each of the customers I work with. I have the opportunity to understand their business needs, their challenges, their goals, and their feedback. I also have the chance to build trust and rapport with them, and to deliver value and satisfaction to them. I like the fact that every customer is different, and that I have to adapt to their specific requirements and expectations. I also enjoy the fact that every day is new, and that I have to face and overcome various challenges and problems. I find my job rewarding and stimulating, and I never get bored.
CFG: Where do you see the greatest challenges in our industry?
PA: The greatest challenges I see in the air cargo industry are related to modernizing processes and being more conscious with the environment when making choices. The air cargo industry is still largely dependent on paper-based and manual processes, which are inefficient, costly, and prone to errors. There is a need to adopt more digital and automated solutions, such as electronic air waybills, cargo tracking systems, and smart sensors, to improve the speed, accuracy, and visibility of cargo operations. However, this also requires a lot of investment, training, and collaboration among the various stakeholders in the industry, such as airlines, freight forwarders, ground handlers, customs, and regulators. Another challenge is to reduce the environmental impact of the air cargo industry, which is one of the main sources of greenhouse gas emissions and noise pollution.
CFG: What advice would you give to people looking to get into the air cargo industry? Any particular training they should aim for?
PA: My advice for anyone who wants to get into the air cargo industry is to have a boot camp in the field, as this will give them a complete insight of the hard work of every person participating in the process. The air cargo industry is not only about moving goods from one place to another, but also about ensuring the safety, security, quality, and compliance of the cargo, as well as the satisfaction of the customers. The field experience will help them to appreciate the complexity and diversity of the industry, and to develop the skills and knowledge that are essential for any role in the sector. The air cargo industry is an amazing opportunity to grow and learn every day, and to be part of a global and dynamic network that connects people and businesses around the world.
CFG: If the air cargo industry were a film/book, what would its title be?
PA: If the air cargo industry were a film/book, I would suggest the title “Hidden Figures”.
This movie/book reflects the fact that the air cargo industry is often overlooked and underestimated, but it is a vital and powerful force that supports the economy, the society, and the environment.
The air cargo industry is responsible for transporting a large and diverse range of goods, such as medicines, vaccines, food, flowers, animals, machinery, and e-commerce products, that are essential for the well-being and development of people and businesses around the world. The air cargo industry is also a force for innovation and change, as it constantly adapts to the evolving needs and expectations of the customers, the market, and the planet. The air cargo industry is a force that moves the world, and that deserves more recognition and appreciation.
Thank you for your insights, Paula!
If you would like to share your personal air cargo story with our CargoForwarder Global readers, feel free to send your answers to the above questions to cargoforwarderglobal@kopfpilot.at We look forward to shining a spotlight on your job area, views, and experiences.
