Customer Service Executive

Job Description Customer Service Executive

Location: Gurgaon
Job Type: Full Time

Role Summary
We are looking for enthusiastic and customer-focused professionals to join our Customer Service team. This opportunity is open to both fresh graduates looking to start their career in the freight forwarding and logistics industry, as well as experienced professionals seeking to grow in a dynamic and customer-centric environment.

The Customer Service Executive will support the commercial and operational activities of the North America trade lane by providing freight solutions, coordinating bookings, and ensuring seamless communication with customers, agents, carriers, and internal teams throughout the shipment lifecycle.

Key Responsibilities

1.  Customer Requirement & Quotation

  - Understand customer shipment requirements and recommend suitable carrier, routing, and transit options.
  - Source freight rates and sailing schedules from carriers and approved contracts.
  - Prepare competitive quotations and follow up for customer confirmation.

2.  Booking Management

  - Coordinate with shippers and internal teams to secure booking confirmations.
  - Manage booking amendments, schedule changes, and space-related issues.
  - Ensure timely communication of booking status and shipment milestones.

3.  Customer Service & Coordination

  - Act as the primary point of contact for overseas customers and agents.
  - Resolve customer queries through effective coordination with internal and external stakeholders.
  - Build strong customer relationships by delivering prompt and reliable service.

4.  Shipment & Commercial Support

  - Coordinate with operations for smooth shipment execution.
  - Maintain buy/sell rates, quotations, booking records, and shipment trackers.
  - Ensure data accuracy and compliance with company procedures.

5.  Market Research & Reporting

  - Monitor freight market trends, carrier capacity, and rate movements.
  - Prepare reports, analyze shipment and pricing data, and share market insights.
  - Support sales initiatives by identifying competitive opportunities and improving customer satisfaction.

Core Competencies

  - Customer Service & Relationship Management
  - Freight Forwarding (preferred for experienced candidates)
  - Freight Pricing & Quotation
  - Booking & Shipment Coordination
  - Sales Support
  - Market Research
  - Communication & Stakeholder Management
  - Problem Solving & Time Management
  - Microsoft Excel
  - Good coordination and communication skills
  - Attention to detail and ability to meet documentation deadlines
  - Willingness to learn and adapt (especially for freshers)

Eligibility

  - Graduate (any discipline)
  - 0–2 years of experience in Freight Forwarding, Logistics, Shipping, Customer Service, or a related field.

• Freshers with good communication skills and a willingness to learn are encouraged to apply.
    - Knowledge of Microsoft Excel
    - Good written and basic spoken English required

Preferred

  - Immediate joiners preferred
  - Exposure to Freight Forwarding, Logistics, Shipping, or Customer Service will be an added advantage