Assistant Manager – Freight Forwarding Customer Service

Abhyansh Shipping Services India Pvt Ltd; Navi Mumbai; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Abhyansh Shipping Services India Pvt Ltd in Navi Mumbai is seeking an Assistant Manager – Customer Service & CHA Exports to lead export bookings, BL drafting, and coordination with overseas agents.

The role requires alignment with customers, carriers and CHA to ensure accurate documentation, timely billing and compliant operations across DAP/DDP shipments. It offers a chance to mentor teams and drive service quality in a busy freight environment.

Qualifications

• Responsibilities include handling export bookings and BL drafting.
• Liaise with customers, carriers, and CHA for documentation and compliance.
• Coordinate overseas agent activities for DAP/DDP shipments.

Responsibilities

• Export bookings & carrier coordination for shipments.
• BL draft & shipping documentation processing.
• Overseas agent coordination – DAP / DDP shipments.
• Issue billing information and support file closure.

Job description

• Business Vertical / Department
• Freight Forwarding – Pricing & Customer Service / CHA Exports
• Reporting Line
• Manager – Freight Forwarding Pricing & Manager CHA
• Location
• Abhyansh Shipping office / operational location as assigned, with coordination for Nhava Sheva / JNPT export operations
• Key Functional Interfaces
• Customers / exporters; Manager – Freight Forwarding Pricing; Freight Forwarding Operations; CHA / Customs Documentation and Dock Representatives; shipping lines; airlines; overseas agents; transporters; port / CFS operators; Billing & Accounts; Sales & Business Development; Finance / Credit Control; and internal MIS / system support

• Receive export shipment requirements and cargo details from customers; validate key information including commodity, packages, gross / net weight, dimensions, origin, destination, cargo readiness and required shipment date.
• Submit bookings with the appropriate shipping lines or airlines in accordance with customer requirements, approved rates and service commitments.
• Follow up with carriers for booking confirmations, vessel / flight schedules, routing, container availability, cut-off dates, SI cut-off, VGM cut-off and other operational milestones.
• Coordinate timely vehicle and container arrangements with transporters and operations teams, ensuring bookings and equipment align with cargo readiness and port / CFS timelines.
• Maintain accurate booking records and communicate changes in schedules, equipment availability or cut-off times to customers and internal stakeholders.

• Position Title
• Assistant Manager – Customer Service & CHA Exports
• Business Vertical / Department
• Freight Forwarding – Pricing & Customer Service / CHA Exports
• Reporting Line
• Manager – Freight Forwarding Pricing & Manager CHA
• Location
• Abhyansh Shipping office / operational location as assigned, with coordination for Nhava Sheva / JNPT export operations
• Key Functional Interfaces
• Customers / exporters; Manager – Freight Forwarding Pricing; Freight Forwarding operations; CHA / Customs Documentation and Dock Representatives; shipping lines; airlines; overseas agents; transporters; port / CFS operators; Billing & Accounts; Sales & Business Development; Finance / Credit Control; and internal MIS / system support

Key Roles & Responsibilities A. Export Booking & Carrier Coordination

• Receive export shipment requirements and cargo details from customers; validate key information including commodity, packages, gross / net weight, dimensions, origin, destination, cargo readiness and required shipment date.
• Submit bookings with the appropriate shipping lines or airlines in accordance with customer requirements, approved rates and service commitments.
• Follow up with carriers for booking confirmations, vessel / flight schedules, routing, container availability, cut-off dates, SI cut-off, VGM cut-off and other operational milestones.
• Coordinate timely vehicle and container arrangements with transporters and operations teams, ensuring bookings and equipment align with cargo readiness and port / CFS timelines.
• Maintain accurate booking records and communicate changes in schedules, equipment availability or cut-off times to customers and internal stakeholders.

B. Bill of Lading (BL) Draft & Shipping Documentation

• Obtain BL instructions / draft details from customers and verify them against booking records, commercial documents and carrier requirements.
• Prepare and submit Shipping Instructions (SI) to the relevant shipping line within the stipulated cut-off and follow up for the first BL draft / print.
• Check the first BL print carefully for shipper, consignee, notify party, vessel / voyage, container and seal details, cargo description, package count, weight, ports, freight terms and other applicable particulars.
• Coordinate discrepancies and amendments with customers and shipping lines, maintain an approval trail and submit the approved draft for final BL issuance.
• Track final BL issuance and dispatch / release instructions, ensuring that customer requirements and carrier procedures are followed and that amendments are handled within applicable timelines and charges.

C. Overseas Agent Coordination – DAP / DDP

• Coordinate with overseas agents to obtain destination charges, customs clearance requirements, transit details, documentation needs and any local restrictions for DAP / DDP shipments.
• Share accurate shipment particulars and documents with agents, track responses and align the customer, operations and destination teams on delivery requirements.
• Monitor destination-side exceptions and additional charges; seek approval for material variations before committing to non-standard costs wherever practicable.

D. Billing, Job Costing & File Closure

• Coordinate with Billing / Accounts to ensure all agreed sell charges, carrier costs, agent costs, local charges, surcharges and other approved shipment expenses are captured accurately.
• Verify billing details against approved quotations, buy / sell rates, booking terms, carrier invoices and supporting records; resolve discrepancies before invoice finalization.
• Update shipment charges in the designated system, prepare the draft invoice where required and obtain customer approval in accordance with company procedures.
• Ensure invoices are raised within the prescribed timeline and coordinate with Accounts on missing documents, cost accruals, vendor invoices and billing exceptions.
• Reconcile the job file / shipment folder, ensure required documents and charge details are complete, finalize the file in the system and hand over records to Accounts for further processing.
• Flag unbilled charges, margin leakage, rate mismatches, unapproved expenses and customer disputes to the reporting manager for timely resolution.

G. Container Tracking, Customer Service & DSR

• Track all booked shipments from booking through gate-in, sailing / departure, transshipment where applicable, arrival milestones and final document issuance.
• Maintain and update the Daily Status Report (DSR) and shipment trackers with accurate booking, documentation, customs clearance, container movement and sailing information.
• Provide proactive and accurate updates to customers and internal teams regarding booking confirmation, cut-offs, customs status, port-in, vessel / flight changes, delays and other exceptions.
• Respond to customer enquiries and complaints promptly; coordinate with carriers, overseas agents, transporters and internal teams to resolve issues and communicate the agreed action plan.
• Maintain a clear record of customer instructions, approvals, shipment milestones and significant changes to reduce errors and ensure service continuity.

I. Systems, Compliance & Process Improvement

• Follow approved SOPs, pricing approval limits, document-control requirements, customer credit procedures and escalation protocols.
• Protect customer, rate and shipment information; maintain organized digital / physical records and support internal reviews or audits when requested.
• Identify recurring documentation errors, late submissions, missed cut-offs, billing gaps and avoidable charges; recommend and track practical corrective actions.
• Perform other role-related duties assigned by the reporting manager that are consistent with the position’s purpose and authority.