Assistant Manager Customer Service Freight Forwarding

Shavish Group; Bangalore Rural, Bengaluru, Chennai; On-site; INR 850,000 - 1,100,000; Full time

Job summary

Shavish Group is seeking an Assistant Manager – Customer Service to lead end-to-end support for Air and Ocean Freight (Import & Export) shipments. You will coordinate pre-sales activities, quotations, SOP creation, and shipment monitoring, ensuring excellent service delivery.

You will manage customer inquiries, negotiate rates, and collaborate with carriers, brokers, and overseas offices to drive timely, compliant operations and strong customer satisfaction.

Qualifications

• Bachelor's degree in relevant field.
• 5-10 years in Freight Forwarding or Logistics.
• Knowledge of Incoterms and shipment documentation.
• Strong communication and leadership.

Responsibilities

• Manage pre-sales and post-sales customer service activities for Air and Ocean Freight operations.
• Coordinate customer enquiries and pre-sales activities across Air Import/Export and Ocean Import/Export.
• Source competitive freight rates from shipping lines and logistics partners.
• Prepare, negotiate, and submit quotations within agreed timelines.
• Coordinate rate approvals and update quotations in ERP/TMS.
• Create and maintain customer SOPs.
• Serve as primary contact for customers and shipment agents.
• Coordinate with shipping lines, airlines, brokers, and overseas offices.
• Prepare Pre-Alerts with shipment details to customers/destination offices.
• Create Daily Status Reports and provide proactive shipment updates.
• Monitor milestones and escalate operational issues timely.
• Verify shipping documents (BL, AWB, CI, Packing List, DO).
• Ensure compliance with SOPs, SLAs, customs rules and company policies.
• Support onboarding of new customers and service process implementation.
• Prepare MIS reports and track service performance metrics.

Skills

Communication

Stakeholder management

Leadership

Problem solving

Freight forwarding knowledge

Quotation negotiation

Incoterms knowledge

Customer service operations

Education

Bachelor's degree in Commerce/Business Administration/Logistics

Job description

Job Description: Assistant Manager Customer Service

Department: Sales & Customer Relations

Experience: 5-10 Years

Job Role:

The Assistant Manager – Customer Service will be responsible for managing pre-sales and post-sales customer service activities for Air and Ocean Freight (Import & Export) operations. The role involves customer coordination, quotation management, SOP creation, shipment monitoring, stakeholder management, and ensuring excellent service delivery.

Key Responsibilities:

• Handle customer enquiries and coordinate pre-sales activities for Air Import, Air Export, Ocean Import, and Ocean Export shipments.
• Source competitive freight rates from shipping lines, airlines, transporters, overseas agents, and logistics partners.
• Prepare, negotiate, and submit quotations to customers within agreed timelines.
• Coordinate internally for rate approvals and ensure approved quotations are updated in ERP/TMS systems.
• Create and maintain customer-specific Standard Operating Procedures (SOPs).
• Act as the primary point of contact for customers and shipment agents throughout the shipment lifecycle.
• Coordinate with shipping lines, airlines, customs brokers, transporters, warehouses, and overseas offices for smooth shipment execution.
• Prepare and circulate Pre-Alerts with complete shipment information to customers and destination offices.
• Create and maintain Daily Status Reports (DSR) and provide proactive shipment updates.
• Monitor shipment milestones and resolve operational issues through timely escalation and follow-up.
• Verify shipping documents including BL, AWB, Commercial Invoice, Packing List, and Delivery Orders.
• Ensure compliance with customer SOPs, SLAs, customs requirements, and company policies.
• Support onboarding of new customers and implementation of service processes.
• Prepare MIS reports and track service performance metrics.

Products Managed:

• Air Export
• Air Import
• Ocean Export
• Ocean Import

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Required Qualifications & Skills:

• Bachelor's Degree in Commerce, Business Administration, Logistics, Supply Chain Management, or related discipline.
• 5-10 years of experience in Freight Forwarding, Logistics, or Supply Chain Customer Service.
• Knowledge of Incoterms, shipment documentation, freight rate negotiation, quotation management, and customer service operations.
• Strong communication, stakeholder management, leadership, and problem-solving skills.