Import- Customer Service

Job Description

Customer Service Executive – Import (Air & Sea Freight)

Industry

Freight Forwarding / Logistics

Department

Customer Service / Import Operations

Job Function

Import Shipment Coordination & Customer Service

Modes of Shipment

Air Freight, Sea Freight (LCL & FCL)

Job Overview

We are looking for a proactive and customer-oriented Customer Service Executive – Import with experience in Air and Sea Freight Forwarding operations. The candidate will be responsible for handling import shipments, coordinating with overseas agents, counterparts, co-loaders, shipping lines, airlines and customers to ensure smooth and timely execution of shipments.

The role requires strong coordination, communication, shipment tracking, documentation and problem-solving skills to ensure timely shipment updates and excellent customer service.

Key Responsibilities

Import Shipment Coordination & Operations

Handle day-to-day import shipments across Air Freight, Sea Freight (LCL & FCL).

Coordinate with overseas agents, counterparts and co-loaders for daily routing orders and shipment instructions.

Follow up on shipment nominations, routing orders and booking confirmations.

Ensure timely execution of customer shipment requests through calls and emails.

Coordinate with relevant internal departments and external stakeholders for smooth shipment movement.

Monitor shipment progress and ensure all operational milestones are updated accurately.

Customer Service & Client Coordination

Act as the primary point of contact for customers regarding import shipment enquiries and updates.

Provide regular shipment status updates to customers and consignees.

Handle customer queries, complaints and operational issues related to import shipments.

Proactively communicate shipment delays, arrival schedules and other operational developments.

Ensure prompt resolution of customer concerns through effective coordination with relevant teams.

Maintain professional communication and build strong customer relationships.

Import Documentation & Arrival Coordination

Prepare and share Cargo Arrival Notices (CAN) with consignees.

Verify shipment arrival details and ensure accurate communication of relevant information.

Coordinate with overseas agents, airlines, shipping lines and co-loaders for shipment documentation and arrival updates.

Follow up on relevant shipment documents, including HAWB, MAWB, HBL and MBL, wherever applicable.

Ensure timely circulation of arrival information to customers and concerned stakeholders.

Shipment Tracking & Monitoring

Track Air and Sea import shipments and monitor their movement until arrival.

Follow up with airlines, shipping lines, agents and co-loaders for updated shipment status.

Confirm cargo arrival and receipt details with relevant parties.

Monitor shipment milestones and proactively highlight delays or discrepancies.

Ensure customers receive accurate and timely information regarding shipment progress.

Daily Status Reporting (DSR)

Prepare and maintain Daily Status Reports (DSR) for all assigned import shipments.

Update shipment milestones, routing details, ETD, ETA and arrival status on a daily basis.

Share updated DSRs with respective customers and consignees within the agreed timelines.

Maintain proper records of shipment communications, follow-ups and operational updates.

Ensure accuracy and consistency of shipment information across reports and internal records.

Pay

₹40,000.00 - ₹70,000.00 per month

Benefits

Provident Fund

Work Location

In person