▷ Urgent Search : 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

1. Customer Support :

2. Handle customer inquiries related to freight forwarding, shipment status, delivery schedules, and customs documentation.

3. Issue Resolution :

4. Address and resolve customer complaints involving shipment delays, damages, or lost cargo efficiently and professionally.

5. Order Tracking :

6. Provide accurate, real-time shipment updates to clients ensuring transparency and customer satisfaction.

7. Operations Coordination :

8. Work closely with customs brokers, carriers, and warehouse teams to ensure timely dispatch, clearance, and delivery.

9. Documentation Management :

10. Prepare, verify, and maintain shipping documents such as Bill of Lading, Commercial Invoice, and Packing List.

11. CRM & Reporting :

12. Record all client interactions and shipment updates in CRM software (preferably HubSpot) and generate periodic reports.

13. Customer Feedback :

14. Collect and analyze customer feedback to identify recurring issues and contribute to process improvements.

15. Escalation Handling :

16. Manage escalated cases with professionalism, ensuring prompt communication and resolution.

17. Process Enhancement :

18. Suggest improvements to optimize customer service workflows and operational efficiency.

Mandatory Requirements

• Experience : Minimum 4 years in Customer Service within Freight Forwarding / Logistics / Supply Chain.
• Communication : Excellent English communication skills (verbal and written) for interaction with US-based clients.
• CRM Tools : Proficiency in HubSpot or equivalent CRM software.
• Documentation : In-depth understanding of freight documentation such as Bill of Lading, Commercial Invoice, and Delivery Order.
• Operational Knowledge : Exposure to customs clearance, shipping regulations, and freight movement processes.
• Shift Flexibility : Comfortable working in US / Night shifts to support overseas clients.

Preferred Qualifications

Key Skills

Mandatory :

Nice to Have :

Personality & Behavioral Traits

Compensation & Benefits

Work Mode & Shift

Why Join Us