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Cargo Customer Experience Agent($20-$25/hr)-Charlotte,NC | Hiring
Your Next Step in Charlotte
Snapshot
- Project-based work with clear objectives.
- Employer: Amazon Air (Hiring in Charlotte)
- Position: Cargo Customer Experience Agent (Flexible/Contract, Charlotte)
- Pay: $20-$25/Hour (approx. $46.8k/Year)
- Apply your your professional skills skills at our Charlotte location.
- Benefits: A competitive compensation package is offered.
- Location: Charlotte, NC
- This Charlotte-based role is an excellent opportunity for professionals skilled in relevant skills.
- Our Amazon Air team in Charlotte, NC is growing.
- Benefit from working in Charlotte, a key hub for the Aviation Logistics industry.
Pioneering the Future of Global Aviation Logistics
At Amazon, our mission is to be Earth's most customer-centric company, and our logistics network extends far beyond the ground. Amazon Air is the massive, global aviation division responsible for moving millions of packages across continents overnight. The Air Hub is a roaring, high-security environment of massive Boeing 767s and 737s. However, behind the aircraft are the critical B2B (Business to Business) clients and logistics partners who rely on our network. We are actively seeking highly authoritative, fiercely organized individuals with a strong Bias for Action to serve as the critical bridge between the tarmac and our freight clients. When you step into a role as an Amazon Air Cargo Customer Experience Agent, you are taking on a heavily operational, 100% in-person role located directly inside the secure aviation hub. Please note that this is a fully on-site, physical industrial position requiring strict FAA security clearances; there are absolutely no remote or work-from-home capabilities for this role.
About the Role: The Anchor of Aviation Logistics
As an Amazon Air Cargo Customer Experience Agent, you are the definitive problem solver of the heavy-freight supply chain. Stationed at a physical logistics desk directly inside the bustling Air Hub cargo facility, your primary objective is to manage high-level freight escalations, resolve immediate flight-routing failures, and assist local commercial truck drivers and freight forwarders who arrive at the dock to drop off or pick up massive ULDs (Unit Load Devices). You are the critical link between the ramp operations out on the tarmac and the external logistics network. You will be utilizing proprietary aviation routing software, handheld scanners, and direct radio communication to unblock massive freight bottlenecks in real-time. This role demands exceptional conflict-resolution skills, the physical agility to walk miles across the secure warehouse floor daily, and a relentless commitment to Amazon's "Deliver Results" leadership principle.
A Day in the Life of an Air Cargo Agent
Your shift begins inside the secure perimeter of the Amazon Air Hub. You badge through the TSA-regulated turnstiles, grab your high-visibility safety vest and ear protection, and head to the centralized cargo dispatch desk. The massive Boeing jets are being loaded on the ramp outside. Suddenly, a commercial semi-truck driver runs up to your desk—their digital manifest is crashing, and they have three tons of priority medical freight that is not scanning into the aircraft's itinerary. You immediately log into your terminal, override the software glitch, manually assign the freight to a specific ULD container, and radio the ramp loadmaster to ensure the freight makes the flight before the doors close. Later in the afternoon, a highly frustrated freight forwarder walks into the physical station lobby; their massive pallet of electronics was supposed to arrive from Europe today, but the app says "Delayed in Transit." You calm the client, radio the sortation floor, physically walk the massive staging floor to hunt down the specific pallet, utilize a forklift operator to retrieve it, and process the paperwork directly with the client. You spend your 10-hour shift executing this high-stress, deeply rewarding physical rhythm of aviation firefighting.
Comprehensive and Detailed Responsibilities
- 100% On-Site Aviation Support: Provide elite, face-to-face support directly from the secure cargo dispatch desk. You will actively assist commercial truck drivers, freight forwarders, and ramp agents with immediate, on-the-tarmac routing issues, manifest failures, and missing cargo investigations.
- Walk-In B2B Escalations: Act as the physical face of Amazon Air for local logistics clients who arrive at the hub seeking immediate resolution for lost, delayed, or misrouted high-value freight. You must utilize expert de-escalation techniques and physical warehouse searches to resolve their issues on the spot.
- Real-Time Flight Remediation: Utilize highly advanced, proprietary Amazon aviation software to track ULDs and aircraft in real-time. If freight is "bumped" due to weight limits or mechanical aircraft issues, you must digitally reroute the cargo onto the next available flight and communicate the delay directly to the waiting client.
- Physical Warehouse Navigation: Execute the physical demands of a high-security industrial environment. You will constantly leave your desk to walk the massive, concrete cargo floor, dodging tugs and K-loaders to hunt down "Amnesty" (lost) freight that has been staged incorrectly.
- Strict FAA Compliance: Maintain absolute, uncompromising adherence to all Federal Aviation Administration (FAA) and TSA security regulations. You will flawlessly verify driver identities, audit hazardous materials (HazMat) paperwork, and ensure no unauthorized individuals bypass secure terminal checkpoints.
What Our Associates Say: Real Employee Perspectives
The Air Cargo Agent role is highly prized by those who love heavy logistics and the thrill of the aviation industry. A current on-site agent recently reviewed the role: "This is not your average customer service job. You are literally stationed in the middle of a massive, loud airport cargo hub. It is 100% in-person. You are dealing with stressed-out semi-truck drivers, demanding corporate freight clients, and massive aircraft deadlines. But if you love solving massive puzzles and being the hero, it is incredible. You are the absolute backbone of the air network. I get my 15,000 steps in every day walking the floor to hunt down lost pallets. You can't do this job from a laptop on your couch; you have to be in the trenches with the planes. The pay is fantastic, the day-one health benefits are a lifesaver, and the management heavily respects the high-pressure work we do."
Industry-Leading Total Rewards and Benefits
Amazon provides a dominant compensation package for our frontline aviation support teams:
- Financial Wellness & Overtime: Earn a highly competitive hourly wage with massive opportunities for mandatory and voluntary overtime during the holiday peak season. You also have access to the Anytime Pay app to withdraw your earned wages daily.
- Total Healthcare Security: Gain immediate access to elite, comprehensive medical, dental, vision, and prescription drug coverage on Day 1, protecting you and your family without any waiting periods.
- The Career Choice Program: Amazon will pre-pay up to 95% of your college tuition or vocational trade school fees, empowering you to advance your career into advanced Supply Chain Management, Aviation Dispatch, or HR while working.
- Paid Time Off & 401(k): Accrue Paid Time Off (PTO) from your very first shift and build long-term wealth with a robust 401(k) retirement matching program.
Basic Qualifications and Physical Requirements
- Must be strictly 18 years of age or older and possess a High School diploma or equivalent educational credential.
- Must be fully available and committed to working a 100% on-site, physical industrial schedule, including early mornings, late overnights, weekends, and holidays. (No remote work).
- Must be able to pass an extreme, federally mandated 10-year background check and drug screen to obtain a secure airport SIDA (Security Identification Display Area) badge.
- Exceptional physical stamina is an absolute requirement; you must be capable of standing and walking on concrete floors for up to 10-12 hours a day, and occasionally lifting heavy freight.
- Outstanding interpersonal and conflict-resolution skills required to aggressively de-escalate highly stressed truck drivers and corporate clients in person.
