Senior Executive - Customer Service

We are looking for an experienced Senior Executive Customer Service to manage end-to-end customer service and shipment coordination activities. The role will involve booking management, documentation coordination, cost control, compliance, customer communication, and coordination with agents, carriers, operations, and accounts teams.

Key Responsibilities

• Handle bookings received from shippers and routing orders from agents.
• Create and update bookings in the ERP system and coordinate with Booking and Operations teams.
• Share booking confirmations, MSO, cut-off details, and shipment updates with customers and agents.
• Manage Sales Memo creation, submission, cost updates, and approval follow-ups.
• Coordinate with the Documentation team for SI, BKG copies, MBL/HBL drafts, and final documentation.
• Verify shipment, shipper, agent, and container details for FMC, AMS, ISF, and ACI requirements.
• Upload required documents such as LOI and MBL in the ERO system as per SOP.
• Monitor container movement and gate-in status and coordinate on any delays or rate revisions.
• Follow up with customers regarding COD/AR outstanding payments and maintain payment records.
• Coordinate with Accounts for payment confirmation.
• Review AR/AP and verify job profitability and P&L before closing files.
• Ensure timely and accurate job closure in the ERP system.
• Handle customer and agent queries through calls and emails professionally.
• Maintain DSR, invoice logs, communication records, and other operational reports.
• Follow company SOPs, trade instructions, and compliance guidelines.
• Escalate operational issues to the concerned manager/team promptly.
• Maintain strong working relationships with customers, agents, carriers, and internal teams.

Required Skills

• Strong customer service and communication skills.
• Good knowledge of shipping/logistics and freight forwarding operations.
• Experience in booking, documentation, shipment coordination, and customer handling.
• Good understanding of MBL/HBL, SI, VGM, CY cut-offs, FMC, AMS, ISF, and ACI.
• Working knowledge of ERP systems and MS Office.
• Good attention to detail and accuracy in documentation and cost entries.
• Strong coordination, follow-up, and problem-solving skills.
• Ability to manage multiple shipments/jobs simultaneously.
• Ability to work as per defined SOPs and timelines.

Key Performance Areas

• Timely handling of 60–80 jobs.
• Accurate booking, sales memo, and documentation processing.
• Timely response to customers and internal stakeholders.
• Proper cost control and job closure.
• Timely compliance and document filing.
• Maintaining customer satisfaction and minimizing escalations.