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

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

Education :

Bachelor’s degree in Business Administration, Supply Chain, or Logistics (preferred).

Certifications (Preferred but not mandatory) :

Certified International Freight Forwarder (CIFF)

Logistics or Supply Chain Certification (CILT / APICS / FIATA)

CRM Certification (HubSpot Academy / Salesforce)

Key Skills

Mandatory :

Customer Relationship Management (HubSpot / CRM Tools)

Freight Documentation (BL, Invoice, Packing List)

Shipment Coordination & Tracking

Issue Resolution & Escalation Management

Communication with US Clients

Nice to Have :

ERP or Cargo Management System (CargoWise, SAP Logistics)

Process Optimization Experience

Customer Feedback & Retention Analysis

Personality & Behavioral Traits

Strong problem-solving ability and analytical thinking

Excellent organizational and multitasking skills

Proactive, customer-oriented, and detail-focused

Ability to remain calm and professional under pressure

High sense of accountability and ownership

Compensation & Benefits

Salary Range : ₹4 – ₹6 LPA

(Based on experience and skillset)

Night Shift Allowance (as applicable)

PF & ESI benefits after probation

Learning and upskilling opportunities in global freight operations

Work Mode & Shift

Work Location :

On-site, Chennai, Tamil Nadu

Shift Timing :

US Shift (Night Shift) – 5 Days a Week

Why Join Us

Exposure to global logistics operations and US clientele

Collaborative work environment with growth opportunities

Performance-driven rewards and recognition