Executive- Customer Service

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Key Responsibilities:

1. End-to-End Shipment Ownership

• Take full ownership of shipments from the booking stage to closure (billing & collection).
• Handle both FCL and LCL shipments for exports and imports.
• Ensure smooth coordination across all stages: booking, documentation, execution, delivery, billing, and payment follow-up.

2. Customer Coordination & Service

• Act as the single point of contact for assigned customers.
• Receive booking requests, shipment details, and required documents from clients.
• Provide shipment updates, sailing schedules, and proactive communication on delays or exceptions.
• Ensure high levels of customer satisfaction and service quality.

3. Document Collection & Verification

• Collect and verify all shipment-related documents, including:

• Commercial Invoice

• Packing List

• Shipping Instructions

• Purchase Orders / LC documents (if applicable)

• Ensure completeness and accuracy before initiating shipment processing.

• Coordinate with customers for any discrepancies or missing information.

4. Job Creation & ERP Management

• Create and update jobs in the ERP / Freight Management System with complete and accurate details.

• Ensure correct capture of:

• Customer details

• Shipment terms (Incoterms)

• Cost and revenue components

• Vendor and carrier details

• Maintain proper documentation and digital records in the system.

5. Booking & Shipment Execution

• Coordinate bookings with shipping lines, NVOCCs, and co-loaders.
• Arrange container placement, stuffing, and transportation in coordination with logistics teams.
• Ensure timely submission of Shipping Instructions (SI) and coordination for Bill of Lading (B/L) draft and release.
• Track shipment movement and ensure adherence to planned schedules.

6. Coordination with Internal & External Stakeholders

• Liaise with:

• Shipping lines/carriers/NVOCCs/Consolidators

• Transporters and warehouse teams

• Customs clearance department

• Overseas agents

• Ensure seamless coordination for documentation, cargo movement, and delivery.

7. Documentation & Compliance

• Ensure compliance with customs regulations, international shipping standards, and company SOPs.

• Verify and process key documents such as:

• Bill of Lading (Draft & Final)

• Delivery Orders

• Arrival Notices

• Maintain accuracy to avoid penalties, delays, or customer disputes.

8. Billing & Revenue Assurance

• Prepare and raise customer invoices in ERP accurately and in a timely manner.
• Verify vendor invoices and ensure cost allocation is correctly captured in the system.
• Ensure profitability by monitoring cost vs. revenue for each job.

9. Payment Follow-Up & Collections

• Follow up with customers for timely payment realization.
• Coordinate with finance/accounts team for reconciliation and outstanding tracking.
• Ensure closure of jobs only after complete payment realization.

10. Issue Resolution & Escalation

• Identify and resolve operational or financial issues such as:

• Shipment delays or rollovers

• Documentation errors

• Billing disputes

• Escalate critical issues with proper analysis and suggested solutions.

11. MIS & Reporting

• Maintain accurate records of all shipments and transactions.

• Generate reports on:

• Shipment status

• Billing and collections

• Outstanding receivables

• Support management with operational and financial insights.

Key Skills & Competencies:

• Strong knowledge of Sea Freight Operations (Exports & Imports)
• Hands-on experience in ERP systems (job creation to billing cycle) ( Softlinks- Logisys is preferred )
• Good understanding of Incoterms, shipping documentation, and customs procedures
• Strong financial awareness (costing, billing, collections)
• Excellent communication and customer handling skills
• High attention to detail and accuracy
• Ability to manage multiple shipments simultaneously under deadlinesole & responsibilities

Preferred candidate profile

As Above