Customer Service Executive - Freight Forwarding (Back office)

Customer Service Executive – Freight Forwarding (Back Office)

Location: Cochin, Kerala
Division: Freight Forwarding – Back Office
Work Timings: 10:00 AM – 7:30 PM (Monday to Friday)
Employment Type: Full-Time

About the Role

We are seeking a detail-oriented and proactive Customer Service Executive to join our Freight Forwarding Back Office team in Cochin. In this role, you will be the key point of contact for our international customers, overseas agents, and carrier partners — ensuring seamless coordination of shipments from booking to delivery. The ideal candidate is a strong communicator with a solid understanding of freight forwarding operations and the confidence to engage with global stakeholders across time zones.

Key Responsibilities

• Act as the primary back-office contact for international customers, overseas agents, and partner offices via email, phone, and chat.
• Handle end-to-end shipment coordination — bookings, documentation, tracking, and status updates — for Air, Ocean (FCL/LCL), and Courier shipments.
• Prepare, verify, and share shipping documents (Bill of Lading, Air Waybill, invoices, packing lists, certificates of origin, etc.).
• Coordinate with airlines, shipping lines, CHAs, transporters, and internal operations teams to ensure timely movement of cargo.
• Proactively track shipments and provide regular status updates to customers and overseas stakeholders.
• Handle customer queries, escalations, and complaints professionally, ensuring resolution within agreed SLAs.
• Update and maintain accurate data in the freight management system / ERP.
• Support rate requests, quotations, and coordination with pricing desks.
• Ensure compliance with international trade regulations and company SOPs.
• Coordinate with finance teams on invoicing, debit/credit notes, and dispute resolution.

Minimum Basic Skills RequiredCommunication Skills (International Stakeholders)

• Excellent written and spoken English — clear, professional, and grammatically accurate email and phone communication with customers and agents in the US, UK, Europe, Middle East, and APAC.
• Ability to adapt communication style across cultures and time zones.
• Active listening and the ability to interpret customer requirements accurately.
• Confidence in handling difficult conversations — delays, damages, disputes, and escalations.
• Basic proficiency in MS Outlook / email etiquette for international correspondence.
• Willingness to work in shifts aligned to international time zones when required (primarily supporting overseas offices).

Soft Skills

• Customer-first mindset with a solution-oriented approach.
• Strong organizational and time-management skills.
• Ability to work independently and as part of a team.
• Adaptability to changing priorities and pressure situations.
• Problem-solving and quick decision-making abilities.

Educational & Experience Requirements

• Minimum: Bachelor's degree in any discipline (Logistics preferred).
• Experience: At least 1 year in freight forwarding, logistics, shipping, or international customer service. Freshers with strong communication skills may be considered for entry-level roles.
• Language: Fluency in English is mandatory; additional languages (Hindi, Malayalam, etc.) are an advantage.

What We Offer

• Competitive salary commensurate with experience.
• Opportunity to work with a global network of customers and agents.
• Structured training and career growth in international freight forwarding.
• Supportive, fast-paced back-office environment in Cochin.
• Exposure to Air, Ocean, and Courier freight operations.

How to Apply

Interested candidates may send their updated resume to a*[email protected] with the subject line "Application – Customer Service Executive (Freight Forwarding), Cochin."*

Shortlisted candidates will be contacted for an interview.

Note: This is a back-office role based in Cochin. Candidates must be willing to work the specified timings (10:00 AM – 7:30 PM) and occasionally extend hours to support international stakeholders across time zones

Pay: ₹12,500.00 - ₹17,000.00 per month

Benefits:

• Health insurance
• Leave encashment
• Paid sick time
• Provident Fund

Work Location: In person