Freight Forwarder

Customer Service Executive – Freight Forwarding (US Shift)

Location : Chennai, Tamil Nadu

Experience Required : Minimum 4 Years

CTC Range : ₹4 – ₹6 LPA

Employment Type : Full-Time

Shift : US Shift (Night Shift)

About the Role

We are seeking an experienced and customer-focused professional for the role of Customer Service Executive in the Freight Forwarding and Logistics domain . The role involves handling US-based clients, managing shipment-related queries, coordinating with operations, and ensuring seamless customer experience across freight processes.

Key Responsibilities

• Customer Support :
• Handle customer inquiries related to freight forwarding, shipment status, delivery schedules, and customs documentation.
• Issue Resolution :
• Address and resolve customer complaints involving shipment delays, damages, or lost cargo efficiently and professionally.
• Order Tracking :
• Provide accurate, real-time shipment updates to clients ensuring transparency and customer satisfaction.
• Operations Coordination :
• Work closely with customs brokers, carriers, and warehouse teams to ensure timely dispatch, clearance, and delivery.
• Documentation Management :
• Prepare, verify, and maintain shipping documents such as Bill of Lading, Commercial Invoice, and Packing List.
• CRM & Reporting :
• Record all client interactions and shipment updates in CRM software (preferably HubSpot) and generate periodic reports.
• Customer Feedback :
• Collect and analyze customer feedback to identify recurring issues and contribute to process improvements.
• Escalation Handling :
• Manage escalated cases with professionalism, ensuring prompt communication and resolution.
• Process Enhancement :
• Suggest improvements to optimize customer service workflows and operational efficiency.

Mandatory Requirements

Preferred Qualifications

Key Skills

Mandatory :

Nice to Have :

Personality & Behavioral Traits

Compensation & Benefits

Work Mode & Shift

Why Join Us

Skills Required

Escalation Management, issue resolution