Customer Service Operations

Job Description – Customer Service Executive (Freight Forwarding/CHA)

Position

Customer Service Executive

Department

Customer Service / Operations

Reports To

Branch Manager

Job Summary

The Customer Service Executive is responsible for providing end-to-end support to customers by coordinating shipments, ensuring timely communication, and maintaining high service standards. The role involves close coordination with customers, shipping lines, airlines, transporters, customs brokers, overseas agents, and internal departments to ensure smooth execution of import and export shipments.

Key Responsibilities

• Act as the primary point of contact for customers regarding shipment status and service-related queries.
• Coordinate import and export shipments from booking to final delivery.
• Liaise with shipping lines, transporters, customs brokers, warehouses, and overseas agents.
• Arrange bookings and ensure timely execution of shipments.
• Track shipments and provide proactive updates to customers.
• Coordinate customs clearance activities and resolve shipment-related issues.
• Monitor shipment milestones and ensure adherence to agreed transit timelines.
• Handle customer complaints and provide prompt resolution with a customer-centric approach.
• Maintain accurate shipment records and update systems.
• Ensure compliance with company policies, customer SOPs, and regulatory requirements.

Required Qualifications

• Bachelor's degree in Commerce, Business Administration, Logistics, Supply Chain Management, or a related field.
• 2–5 years of experience in customer service within the freight forwarding, shipping, logistics, or supply chain industry.
• Knowledge of sea freight, air freight, import/export documentation, and customs procedures.
• Proficiency in Microsoft Office (Excel, Word, Outlook) and freight forwarding/ERP software.

Key Skills

• Excellent communication and interpersonal skills.
• Strong customer relationship management.
• Shipment coordination and tracking.
• Documentation and compliance knowledge.
• Problem-solving and conflict resolution.
• Time management and multitasking.
• Attention to detail and accuracy.
• Teamwork and cross-functional coordination.
• Ability to work under pressure and meet deadlines.

Key Performance Indicators (KPIs)

• Customer satisfaction and service quality.
• On-time shipment execution.
• Timely response to customer queries.
• Reduction in shipment delays and service issues.
• Complaint resolution turnaround time.
• Compliance with SOPs and operational standards.

Preferred Attributes

• Customer-focused mindset.
• Proactive and solution-oriented approach.
• Strong organizational skills.
• High level of integrity and professionalism.
• Ability to build and maintain long-term customer relationships.

Pay: ₹20,000.00 - ₹25,000.00 per month

Work Location: In person