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
Freight • Delhi, Delhi, India