Customer Service Executive

Mumbai Rozgaar; Thane, Panvel, Navi Mumbai; On-site; INR 450,000 - 650,000; Full time

Job summary

Mumbai Rozgaar is seeking a proactive Client Coordination & Customer Service professional to manage shipment queries and keep customers informed about schedules and status. You will serve as the liaison between clients and internal teams to ensure timely updates and issue resolution.

The role covers end-to-end shipment coordination across sea, air and road freight, with emphasis on documentation accuracy and stakeholder communication. Prior experience in logistics is preferred.

Qualifications

• Experience in logistics or freight forwarding is required.
• Strong knowledge of sea, air and road freight operations.
• Proficiency in MS Office, especially Excel and Outlook.
• Excellent communication and coordination abilities.

Responsibilities

• Act as the primary contact for clients regarding shipment queries and updates.
• Coordinate end-to-end shipment activities across Sea, Air and Road freight.
• Maintain documentation including Bill of Lading, airway bill, invoices and packing lists.
• Coordinate with internal operations teams and external partners.
• Update CRM/ERP with shipment status and generate reports.

Skills

Logistics & Freight

Sea/Air/Road freight

Shipment tracking

Customer service

CRM/ERP systems

MS Office / Excel

Coordination

Education

Supply Chain Management or Logistics qualification

Tools

CRM software

ERP systems

Job description

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.
• Track shipments and provide regular status updates to customers.
• Coordinate with internal operations teams, freight forwarders, transporters, shipping lines, airlines and overseas agents.
• Follow up on pending shipments, documentation and delivery schedules.

Documentation

• Coordinate and verify logistics and shipment-related documentation.
• Ensure timely preparation and submission of required documents.
• 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.
• Follow up with stakeholders to ensure shipments move according to committed timelines.
• Escalate operational issues and delays to the concerned management team.

CRM & Reporting

• Maintain accurate customer and shipment information in CRM/ERP systems.
• Update shipment status, customer communication and follow-ups regularly.
• Prepare shipment status reports and other operational reports as required.
• Maintain proper records of customer interactions, pending issues and resolutions.

Required Skills

• Strong knowledge of Logistics and Freight Forwarding.
• Good understanding of Sea, Air and Road freight operations.
• Hands-on experience in shipment tracking and documentation.
• Strong customer service and client relationship management skills.
• Good communication and coordination skills.
• Ability to manage multiple shipments and customer requirements simultaneously.
• 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.
• Male candidates preferred as per the current hiring requirement.

Key Performance Indicators (KPIs)

• Timely shipment tracking and customer updates.
• Accuracy and timely completion of documentation.
• Customer satisfaction and query resolution.
• Timely coordination with internal and external stakeholders.
• Reduction in shipment delays and unresolved customer issues.
• Accuracy of CRM/ERP updates and operational reporting.
• Effective management of multiple customer shipments.