Customer Support

About the Role

We are looking for a proactive, customer-focused Customer Support Executive to manage client inquiries, coordinate with internal departments, and ensure smooth execution of import and export shipments. The ideal candidate should have good communication skills, attention to detail, and a basic understanding of freight forwarding operations.

Key Responsibilities

Handle customer inquiries through emails, phone calls, and other communication channels.

Coordinate with customers regarding import and export shipments.

Provide regular shipment status updates, including booking confirmation, cargo pickup, vessel departure, arrival, and delivery.

Coordinate with internal operations, documentation, sales, and accounts teams to ensure timely shipment execution.

Follow up with shipping lines, airlines, transporters, customs brokers, and overseas agents for shipment updates.

Prepare and share shipment-related documents and updates with customers.

Handle customer complaints, queries, and escalations professionally and ensure timely resolution.

Maintain proper records of customer communications and shipment details.

Proactively inform customers about shipment delays, schedule changes, and other operational issues.

Ensure a high level of customer satisfaction through timely communication and effective coordination.

Follow up on pending documentation, payments, and delivery-related matters wherever required.

Skills & Qualifications

Graduate in any discipline.

1–3 years of experience in customer service, preferably in freight forwarding or logistics.

Basic knowledge of import and export procedures and shipping documentation.

Understanding of FCL, LCL, air freight, and sea freight operations will be an advantage.

Good verbal and written communication skills.

Proficiency in MS Office, particularly Excel and Outlook.

Strong coordination, follow-up, and problem-solving skills.

Ability to multitask and work under pressure.

Customer-oriented attitude with a positive approach.

Preferred Candidate Profile

Experience working with a freight forwarding, shipping, or logistics company.

Knowledge of shipping terms, Incoterms, and shipment tracking.

Ability to independently manage customer accounts and shipment updates.

Strong ownership, accountability, and attention to detail.

Key Performance Indicators (KPIs)

Timely response to customer inquiries.

Customer satisfaction and retention.

Accuracy of shipment updates and communication.

Timely resolution of customer complaints.

Effective coordination with internal and external stakeholders.

Proactive follow-up and minimum customer escalations.

What We Offer

Opportunity to grow in the freight forwarding and logistics industry.

Professional and supportive working environment.

Learning and career development opportunities.

Pay

₹10,000.00 - ₹30,000.00 per month

Work Location

In person