Customer Support Executive

Key Responsibilities

• Handle end-to-end customer support for import shipments, including both FCL and LCL cargo.
• Coordinate with customers, shipping lines, CHA/customs brokers, transporters, overseas agents, and internal operations teams.
• Receive and verify pre-alerts, commercial invoices, packing lists, Bill of Lading (B/L), arrival notices, IGM details, and other import documents.
• Track vessel schedules, ETA, container movement, and shipment status and provide timely updates to customers.
• Coordinate with the CHA team for customs clearance, documentation, duty-related requirements, and clearance status.
• Follow up for Delivery Order (DO), Customs Clearance, CFS activities, transportation, and final delivery.
• Handle FCL and LCL import shipments, including coordination for containerized and consolidated cargo.
• Understand and apply Incoterms such as FOB, CIF, CFR, EXW, FCA, DDP, and DAP while coordinating shipment responsibilities and costs.
• Coordinate with overseas agents and suppliers for missing or incorrect shipment documents.
• Share timely shipment updates, arrival notices, pre-alerts, clearance status, and delivery updates with clients.
• Prepare and maintain Daily Shipment Reports (DSR) and ensure accurate system updates.
• Monitor shipment milestones and proactively highlight delays, documentation issues, or operational concerns.
• Respond to customer queries regarding shipment status, documentation, arrival, clearance, delivery, and freight-related issues.
• Coordinate with the documentation and operations teams to ensure accurate job processing and timely shipment closure.
• Maintain proper records of import files and ensure all documentation is complete and accurate.
• Follow up on pending jobs, shipments, and customer requirements until successful closure.
• Resolve customer complaints and operational issues with a solution-oriented and customer-first approach.
• Ensure timely communication with all stakeholders and maintain strong professional relationships with key clients.
• Assist in maintaining service quality and improving customer satisfaction.