Associate/Senior. Associate- Customer Service, Lucknow

Dsv Air & Sea SAU; Lucknow; On-site; INR 350,000 - 550,000; Full time

Job summary

DSV Air & Sea SAU in Lucknow, Uttar Pradesh, invites an Associate/Sr. Associate – Customer Service to manage assigned customer service accounts and ensure services are delivered by Operations to the committed level.

You will maintain client profiles, handle reports, and use EDI, D Track and web portals to improve efficiency while building strong relationships with Sales, Operations and the overseas office. A minimum of 2–4 years in freight forwarding customer service, with a graduate degree;

Qualifications

• 2–4 years experience in Customer Service and freight forwarding operations.
• Graduate from a reputed university.
• Master’s Degree in Management is an added value.
• Fluent in English.

Responsibilities

• Maintain and develop assigned customer service accounts.
• Ensure required services are delivered by Operations to the committed level.
• Keep systematic client profiles and documents up to date.
• Utilize EDI, D Track and Web Portals to improve efficiency.
• Collaborate with Sales, Operations and overseas offices to grow business.

Skills

Customer service

English proficiency

MS Office

IT systems

Communication

Education

Bachelor's degree

Master's degree in Management

Tools

EDI

D Track

Web Portals

Job description

Associate/Sr. Associate – Customer Service

Purpose of the position

• Responsible for maintaining, developing and retaining all the customers assigned as customer service accounts.
• Ensuring the required services are given to customers by the Operations team to the committed level.
• Assuring systematic filing of the details of such clients – including Client Profile, Sales Agreement / SOP of rates & services, Report Formats, Credit Agreements, Minutes of conferences and all relevant information for common access.
• Ensuring optimum utilization of systems such as EDI, D Track & Web Portals to benefit the client and enhance efficiency.
• Ensuring all activities are directed toward commendable service from DSV and favorably augment the clients’ business interests.
• Maintaining profitability of the business and enhancing the handled businesses; ensuring receivable statements are healthy month after month.
• Driving business penetration, team building and relationship development; working closely with Sales, Operations and other departments and the Head Office for support.
• Ensuring adherence to all compliance, company policies, rules and regulations; performing any other task assigned by Management that is relevant to the profile.

Key Tasks

• Responsible for day‑to‑day activities of the customers in the department and branch.
• Conducting review meetings with Sales, Operations and KAM daily to plan, organize and execute activities and review previous week’s jobs.
• Ensuring staff in the team meets customers’ requirements proactively as committed.
• Maintaining regular communication with the client to update shipment status, check on new orders/bookings and follow up with respective departments and overseas office.
• Discussing operational and sales activities with Product Managers and Sales Managers.
• Ensuring DSR and other reports are sent to customers accurately within agreed time limits.
• Visiting customers along with Sales, Operations and KAM at least once a month to review stock, performance analyses, payment status and discuss any other issues.
• Alerting any new business opportunities and monitoring competitor penetration into any part of the client’s business.
• Ensuring smooth flow of information from and to overseas contacts regarding movements for global accounts and other key accounts.
• Ensuring and performing all tasks to achieve complete adherence/compliance to the SOP committed to / Agreement made with the client.
• Analyzing and strategizing for any scope to innovate or modify existing systems or workflows to positively impact DSV and/or the client in terms of cost reduction, transit time reduction and better flow of information.
• Preparing for and taking part in more business opportunities with the client; gathering information during regular calls to understand gaps and determine what it would take for the client to shift activities to us.
• Meeting customers and building strong relationships.
• Developing interpersonal relationships with sales staff and other department staff such as operations and finance.
• Pharma QMS: Logging deviations, escalating to Healthcare specialist, complying with NCRs, implementing corrective actions and maintaining shipment‑level records; ensuring business partners are selected only from the approved list and meet Tier 2 compliance.
• Maintaining close contacts with overseas customer service.

Decision Making Authority

Decision authority as delegated by the Regional Manager‑ Customer Service, in accordance with DSV regulations.

Skills/Knowledge

• Strong knowledge of our products and services.
• Experience handling small to large‑size customers.
• Committed to facing challenges and providing solutions.
• Familiar with buy rates, pricing policies, routing, carrier services and frequencies.
• Knowledge of local market and geographical understanding of global countries.
• High competency in computer usage.
• Smart, innovative and adaptable.

Educational background / Work experience

• Minimum working experience of 2–4 years/6–7 years in Customer Service and operations in freight forwarding.
• Minimum graduate in any discipline from a reputed university.
• Master’s Degree in Management is an added value.

Language Skills

• Fluent in English (other languages depending on the location).

Computer Literacy

• MS Office skills and good knowledge of IT systems.