Customer Support Executive

Shubham Forwarders; Mhalunge; On-site; INR 400,000 - 700,000; Full time

Job summary

Shubham Forwarders is seeking a responsible Customer Service Executive to manage shipment coordination, customer communication and day-to-day freight forwarding operations. You will be the primary contact between customers, shipping lines, overseas agents, transporters and internal departments to ensure timely shipments.

The role requires graduate qualification and extensive experience in freight forwarding; you will coordinate documentation, bookings, and delivery Status, while maintaining

Qualifications

• Graduate in any stream.
• 13 years of experience in freight forwarding, logistics or shipping.
• Basic knowledge of import and export procedures.
• Understanding of FCL and LCL shipments.
• Knowledge of shipping documentation and BL procedures.
• Good email drafting and communication skills.
• Proficiency in MS Excel and Outlook.
• Good coordination, follow-up and problem-solving skills.

Responsibilities

• Shipment Coordination & Execution: handle day-to-day import/export shipment coordination.
• Customer Communication: act as primary contact for assigned customers and provide status updates.
• Documentation & Coordination: verify BLs, prepare shipping documents, delivery orders.
• Internal & External Coordination: align with pricing, accounts, and overseas agents.
• Shipment Reporting: maintain daily shipment status and records; escalate delays.

Skills

Freight forwarding

Customer communication

Documentation

Coordination

Problem-solving

Shipping procedures

MS Excel

Outlook

Education

Graduate in any stream

Tools

MS Excel

Outlook

Job description

Shubham Forwarders is looking for a responsible, proactive and customer-oriented Customer Service Executive to manage shipment coordination, customer communication and day-to-day freight forwarding operations.

The candidate will act as the primary point of contact between customers, shipping lines, overseas agents, transporters and internal departments to ensure smooth and timely execution of shipments.

Key Responsibilities

1. Shipment Coordination & Execution

• Handle day-to-day import and export shipment coordination.
• Coordinate with shipping lines for booking confirmations and shipment updates.
• Follow up on vessel schedules, ETD, ETA and transit updates.
• Coordinate with transporters, overseas agents and other service providers.
• Monitor shipments from booking until final delivery.
• Ensure timely collection and submission of shipping documents.

2. Customer Communication

• Act as the primary contact for assigned customers.
• Provide regular shipment status updates to customers.
• Respond to customer emails and enquiries promptly.
• Handle customer queries, complaints and operational issues.
• Maintain professional relationships with customers.
• Proactively inform customers about delays, schedule changes or other shipment-related issues.

3. Documentation & Coordination

• Coordinate for Shipping Instructions (SI), VGM and Bill of Lading (BL).
• Verify draft BLs and coordinate corrections with shipping lines.
• Coordinate for shipping bills, invoices, packing lists and other shipment documents.
• Follow up for delivery orders and relevant import/export documentation.
• Maintain proper shipment-wise records and documentation.

4. Internal & External Coordination

• Coordinate with the pricing team for freight rates and additional charges.
• Coordinate with the accounts team for payment status and outstanding requirements.
• Follow up with shipping lines for documentation and operational requirements.
• Coordinate with overseas agents for destination updates and delivery status.
• Ensure smooth communication between all stakeholders.

5. Shipment Reporting

• Maintain daily shipment status reports.
• Track pending bookings, documentation and deliveries.
• Maintain customer-wise shipment records.
• Escalate operational delays and critical issues to management.

Required Qualifications & Skills

• Graduate in any stream.
• 13 years of experience in freight forwarding, logistics or shipping.
• Basic knowledge of import and export procedures.
• Understanding of FCL and LCL shipments.
• Knowledge of shipping documentation and BL procedures.
• Good email drafting and communication skills.
• Proficiency in MS Excel and Outlook.
• Good coordination, follow-up and problem-solving skills.

Key Performance Indicators (KPIs)

1. Timely shipment updates to customers.
2. Prompt response to customer emails and enquiries.
3. Timely completion of shipment documentation.
4. Effective coordination with shipping lines and overseas agents.
5. Minimum operational errors and documentation discrepancies.
6. Timely escalation and resolution of customer complaints.
7. Maintaining accurate shipment tracking reports.

Preferred Candidate Profile

• Experience in a freight forwarding company is preferred.
• Should be comfortable communicating with customers and shipping lines.
• Must be organised and capable of handling multiple shipments simultaneously.
• Should have a customer-first attitude.
• Must be proactive in follow-ups and problem resolution.