Customer Support Executive

Babaji Shivram Clearing & Carriers; Mumbai, Mumbai Suburban; On-site; INR 400,000 - 640,000; Full time

Job summary

Babaji Shivram Clearing & Carriers in Mumbai is seeking an experienced freight forwarding professional to manage end-to-end import shipments, handle FCL and LCL cargo, and coordinate with CHA/customs brokers, lines, transporters, and overseas agents.

You will track schedules, prepare alerts and documents, ensure customs clearance, Incoterms, and provide timely updates to clients while maintaining records and driving customer satisfaction.

Responsibilities

• Handle end-to-end customer support for import shipments (FCL and LCL).
• Coordinate with customers, shipping lines, CHA/customs brokers, transporters, overseas agents, and internal operations teams.
• Receive and verify import documents (pre-alerts, commercial invoices, packing lists, Bill of Lading (B/L), arrival notices, IGM details, and other import documents).
• Track vessel schedules, ETA, container movement, and shipment status; provide timely updates to customers.
• Coordinate with the CHA team for customs clearance, documentation, duty-related requirements, and clearance status.
• Follow up for Delivery Order (DO), Customs Clearance, CFS activities, transportation and final delivery.
• Handle FCL and LCL import shipments, including coordination for containerized and consolidated cargo.
• Understand and apply Incoterms such as FOB, CIF, CFR, EXW, FCA, DDP, and DAP while coordinating shipment responsibilities and costs.
• Coordinate with overseas agents and suppliers for missing or incorrect shipment documents.
• Share timely shipment updates, arrival notices, pre-alerts, clearance status, and delivery updates with clients.
• Prepare and maintain Daily Shipment Reports (DSR) and ensure accurate system updates.
• Monitor shipment milestones and proactively highlight delays, documentation issues, or operational concerns.
• Respond to customer queries regarding shipment status, documentation, arrival, clearance, delivery, and freight-related issues.
• Coordinate with the documentation and operations teams to ensure accurate job processing and timely shipment closure.
• Maintain proper records of import files and ensure all documentation is complete and accurate.
• Follow up on pending jobs, shipments, and customer requirements until successful closure.
• Resolve customer complaints and operational issues with a solution-oriented and customer-first approach.
• Ensure timely communication with all stakeholders and maintain strong professional relationships with key clients.
• Assist in maintaining service quality and improving customer satisfaction.

Job description

LOOKING FROM FREIGHT FORWARDIN INDUSTRY ONLY.

Key Responsibilities

• Handle end-to-end customer support for import shipments, including both FCL and LCL cargo.
• Coordinate with customers, shipping lines, CHA/customs brokers, transporters, overseas agents, and internal operations teams.
• Receive and verify pre-alerts, commercial invoices, packing lists, Bill of Lading (B/L), arrival notices, IGM details, and other import documents.
• Track vessel schedules, ETA, container movement, and shipment status and provide timely updates to customers.
• Coordinate with the CHA team for customs clearance, documentation, duty‑related requirements, and clearance status.
• Follow up for Delivery Order (DO), Customs Clearance, CFS activities, transportation, and final delivery.
• Handle FCL and LCL import shipments, including coordination for containerized and consolidated cargo.
• Understand and apply Incoterms such as FOB, CIF, CFR, EXW, FCA, DDP, and DAP while coordinating shipment responsibilities and costs.
• Coordinate with overseas agents and suppliers for missing or incorrect shipment documents.
• Share timely shipment updates, arrival notices, pre-alerts, clearance status, and delivery updates with clients.
• Prepare and maintain Daily Shipment Reports (DSR) and ensure accurate system updates.
• Monitor shipment milestones and proactively highlight delays, documentation issues, or operational concerns.
• Respond to customer queries regarding shipment status, documentation, arrival, clearance, delivery, and freight‑related issues.
• Coordinate with the documentation and operations teams to ensure accurate job processing and timely shipment closure.
• Maintain proper records of import files and ensure all documentation is complete and accurate.
• Follow up on pending jobs, shipments, and customer requirements until successful closure.
• Resolve customer complaints and operational issues with a solution‑oriented and customer‑first approach.
• Ensure timely communication with all stakeholders and maintain strong professional relationships with key clients.
• Assist in maintaining service quality and improving customer satisfaction.