CargoForwarder Global’s ‘Spotlight On…’ series illustrates the many different roles involved in ensuring that the air cargo industry runs smoothly and efficiently. Digital marketplaces have fast become a key factor in bringing airline capacities and freight forwarder requirements together, and the combination of technology experts and experienced cargo minds is creating all kinds of digital opportunities for greater process transparency and efficiency. This week, we learn from Gunda Buhr, Customer Success Manager at CargoAi, about achieving success on all levels: customer, career, and air cargo as a whole.
CFG: What is your current function and company? And what are your responsibilities?
GB: I joined the software company, CargoAi, about 20 months ago. While I officially started as a Customer Success Manager, working in a startup means that you wear many hats. Flexibility is key—you jump in wherever you’re needed most, always with the goal of putting a smile on the customer’s face. My responsibilities may change day to day, but the heart of what I do is ensuring that our customers feel supported and heard.
CFG: What does a normal day look like for you?
GB: Our team is a wonderful mix of over 45 people from all corners of the globe, working remotely. So, while it presents challenges with time zones, it also gives us the unique opportunity to be ‘on’, 24 hours a day. If something urgent needs attention, someone, somewhere, will be able to help. There’s no typical day in this kind of setup. Every day is about stepping up, taking ownership, and working as a team to solve whatever comes our way. And that keeps things exciting.
CFG: How long have you been in the air cargo industry, and what brought you to it?
GB: My fascination with airfreight started in 1999. Growing up in South Africa, I remember my family’s annual trips to Germany and how I was always intrigued by the logistics of it all. Even as a little girl, I knew I wanted to be part of this industry, to work for an international company. It was a dream that’s stayed with me, and getting to live it now feels like coming full circle. It’s an industry that captured my heart from the beginning, and it hasn’t let go since.
CFG: What do you enjoy most about your job?
GB: What I enjoy most is that there’s no rigid job description. I get to work on whatever is needed to create the best experience for our customers. There’s something so rewarding about being part of a team where everyone, no matter where they’re from, comes together to make things happen. It keeps me grounded, knowing that we’re all essential in our own way. And that sense of collaboration — knowing that we’re better together — is something I truly value.
CFG: What do you see as the greatest challenges in our industry?
GB: Since the day I entered the airfreight industry, we’ve been talking about digitizing processes, about becoming faster and more efficient. And here we are, 25 years later, still working on it. It’s not that the solutions aren’t out there; they are. But there’s a hesitation, an unwillingness to let go of the old ways and old things. I think the biggest challenge is to have the courage to embrace change fully. We need to listen to fresh perspectives, especially from those coming into our industry with knowledge of how other sectors have made this leap. If we can do that, we’ll rediscover what true speed and innovation look like.
CFG: What advice would you give to people wanting to get into the air cargo industry? Any particular training they should aim for?
GB: If you’re considering joining the airfreight world, be ready for an exciting, ever-evolving ride! It’s complex, yes, but that’s what makes it so interesting. You’ll never stop learning — about different countries’ regulations, customs laws, safety protocols, and so much more. Start with the basics: understanding how cargo operations work and the potential of APIs to transform the industry. Once you have that foundation, everything else starts to click. And trust me, once you’re in, you’ll find it hard to leave. There’s no such thing as a dull day in this business!
CFG: If the air cargo industry were a film/book, what would its title be?
GB: “Chasing the Sky: A Journey in Speed and Innovation.”
Many thanks for sharing this with us, Gunda!
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.
