Customer Support Executive

Job Description:

Job Summary
We are looking for an experienced Customer Support Executive with strong knowledge of logistics and freight forwarding operations. The candidate will be responsible for managing client communication, coordinating shipments, ensuring timely documentation, tracking cargo movement and resolving customer queries. The ideal candidate should have hands-on experience in freight forwarding, shipment coordination, logistics documentation and customer relationship management.

Key Responsibilities
• Client Coordination & Customer Service.
• Act as the primary point of contact for clients regarding shipment-related queries and updates.
• Coordinate with customers to understand shipment requirements and provide timely updates.
• Maintain strong and professional relationships with existing clients.
• Handle customer queries, complaints and service-related issues and ensure timely resolution.
• Keep clients informed about shipment status, delays, delivery schedules and other operational updates.
• Shipment Coordination.
• Coordinate end-to-end shipment activities across Sea, Air and Road freight.
• Monitor shipment movement from booking to final delivery.
• Coordinate with relevant teams for Bill of Lading, Airway Bill, invoices, packing lists, shipping documents and other freight forwarding documentation.
• Maintain accurate records of shipment-related documents and correspondence.
• Ensure documentation is complete and available as per customer and regulatory requirements.
• Coordination with Internal & External Stakeholders.
• Work closely with the Operations, Documentation, Sales and Accounts teams.
• Coordinate with shipping lines, airlines, transporters, customs brokers, overseas agents and other logistics partners.
• CRM & Reporting.
• Maintain accurate customer and shipment information in CRM/ERP systems.

Required Skills
• Strong knowledge of Logistics and Freight Forwarding.
• Good understanding of Sea, Air and Road freight operations.
• Good follow-up and problem-solving skills.
• Proficiency in MS Office, particularly Excel and Outlook.
• Experience working on CRM and Logistics ERP systems.
• Ability to work independently and coordinate with multiple stakeholders.

Preferred Candidate Profile
• 5+ years of relevant experience in Customer Service / Client Coordination within the Logistics or Freight Forwarding industry.
• Degree/Diploma in Supply Chain Management, Logistics, Shipping or a related discipline.
• Candidates with hands-on experience in freight forwarding and international shipments will be preferred.
• Strong exposure to client handling, shipment documentation and tracking.