Customer Service Executive

Client Coordination & Customer Service

• Act as the primary point of contact for clients regarding shipment-related queries and updates.
• Coordinate with customers to understand shipment requirements and provide timely updates.
• Maintain strong and professional relationships with existing clients.
• Handle customer queries, complaints and service-related issues and ensure timely resolution.
• Keep clients informed about shipment status, delays, delivery schedules and other operational updates.

Shipment Coordination

• Coordinate end-to-end shipment activities across Sea, Air and Road freight.
• Monitor shipment movement from booking to final delivery.
• Track shipments and provide regular status updates to customers.
• Coordinate with internal operations teams, freight forwarders, transporters, shipping lines, airlines and overseas agents.
• Follow up on pending shipments, documentation and delivery schedules.

Documentation

• Coordinate and verify logistics and shipment-related documentation.
• Ensure timely preparation and submission of required documents.
• Coordinate with relevant teams for Bill of Lading, Airway Bill, invoices, packing lists, shipping documents and other freight forwarding documentation.
• Maintain accurate records of shipment-related documents and correspondence.
• Ensure documentation is complete and available as per customer and regulatory requirements.

Coordination with Internal & External Stakeholders

• Work closely with the Operations, Documentation, Sales and Accounts teams.
• Coordinate with shipping lines, airlines, transporters, customs brokers, overseas agents and other logistics partners.
• Follow up with stakeholders to ensure shipments move according to committed timelines.
• Escalate operational issues and delays to the concerned management team.

CRM & Reporting

• Maintain accurate customer and shipment information in CRM/ERP systems.
• Update shipment status, customer communication and follow-ups regularly.
• Prepare shipment status reports and other operational reports as required.
• Maintain proper records of customer interactions, pending issues and resolutions.

Required Skills

• Strong knowledge of Logistics and Freight Forwarding.
• Good understanding of Sea, Air and Road freight operations.
• Hands-on experience in shipment tracking and documentation.
• Strong customer service and client relationship management skills.
• Good communication and coordination skills.
• Ability to manage multiple shipments and customer requirements simultaneously.
• Good follow-up and problem-solving skills.
• Proficiency in MS Office, particularly Excel and Outlook.
• Experience working on CRM and Logistics ERP systems.
• Ability to work independently and coordinate with multiple stakeholders.

Preferred Candidate Profile

• 5+ years of relevant experience in Customer Service / Client Coordination within the Logistics or Freight Forwarding industry.
• Degree/Diploma in Supply Chain Management, Logistics, Shipping or a related discipline.
• Candidates with hands-on experience in freight forwarding and international shipments will be preferred.
• Strong exposure to client handling, shipment documentation and tracking.
• Male candidates preferred as per the current hiring requirement.

Key Performance Indicators (KPIs)

• Timely shipment tracking and customer updates.
• Accuracy and timely completion of documentation.
• Customer satisfaction and query resolution.
• Timely coordination with internal and external stakeholders.
• Reduction in shipment delays and unresolved customer issues.
• Accuracy of CRM/ERP updates and operational reporting.
• Effective management of multiple customer shipments.