Customer Success Executive – Freight Forwarding

Department: Freight Forwarding

Location: Gurgaon

Employment Type: Full-Time

Experience: 4+ Years in Freight Forwarding / Customer Success / Client Management

Salary: ₹4.8 – ₹7.2 LPA

Job Overview

We are looking for an experienced Customer Success professional with strong knowledge of freight forwarding and international logistics. The ideal candidate should be capable of managing client relationships, coordinating end-to-end shipments, resolving operational issues, and ensuring a high level of customer satisfaction.

Key Responsibilities

• Manage end-to-end customer requirements for air and sea freight shipments.
• Act as the primary point of contact for customers and provide timely shipment updates.
• Coordinate with Operations, Sales, Carriers, CHA, and other stakeholders for smooth shipment execution.
• Handle FCL/LCL, air freight, customs clearance, and delivery-related queries.
• Proactively identify and resolve shipment delays, documentation issues, and operational challenges.
• Maintain strong customer relationships and retention through regular follow-ups. Coordinate with shipping lines and logistics partners for bookings, rates, schedules, and service requirements.
• Ensure accurate and timely shipping documentation and compliance.
• Understand customer requirements and suggest suitable routing and logistics solutions.
• Monitor shipment status and ensure timely delivery while minimizing operational issues.

Required Skills & Qualifications

• 4+ years of experience in Freight Forwarding, Customer Success, Customer Service, or Client Management.
• Strong understanding of Air & Sea Freight, FCL/LCL, and international logistics.
• Experience in shipment coordination, customer handling, and issue resolution.
• Good knowledge of shipping documentation and Incoterms.
• Experience coordinating with shipping lines, carriers, CHA, and trucking partners. Strong communication, negotiation, follow-up, and problem-solving skills.
• Proficiency in MS Excel, Word, and basic logistics systems/portals.

Preferred Skills

• Experience handling international trade lanes.
• Exposure to carrier rate negotiation and route optimization.
• Experience in customer retention and handling key accounts.
• Knowledge of customs clearance and international shipping compliance.

Key Competencies

Customer Relationship Management | Freight Forwarding Operations | Client Retention | Shipment Coordination | Problem Solving | Carrier Coordination | Communication & Negotiation | Documentation & Compliance | Route Optimization | Attention to Detail

Pay: ₹40,000.00 - ₹60,000.00 per month

Benefits:

• Cell phone reimbursement
• Internet reimbursement
• Paid sick time
• Paid time off

Work Location: In person