Sr. Executive – Customer Service & Sales Support

Savino Del Bene; Vadodara; On-site; INR 500,000 - 800,000; Full time

Job summary

Savino Del Bene is recruiting for a Customer Service / Sales Support role in Vadodara. You will be the main point of contact for customers, handling inquiries, documentation, and shipment updates, while coordinating with Operations, Documentation, and overseas offices to ensure smooth logistics processes.

The role emphasizes proactive communication, accuracy in quotations, and timely MIS reporting. Strong Excel/CRM skills and a customer-centric approach are required.

Qualifications

• Graduate in any discipline; logistics/freight forwarding qualification preferred.
• 3–6 years of relevant experience in Customer Service, Sales Support or Freight Forwarding.
• Experience in an international freight forwarding/logistics company preferred.

Responsibilities

• Act as the primary point of contact for assigned customers for day-to-day service requirements.
• Handle customer enquiries, shipment status requests, documentation and operational queries.
• Provide timely updates on shipment status, schedules, delays and other information.
• Coordinate with Operations, Documentation, Accounts and overseas offices to resolve issues.
• Ensure customer complaints are addressed within defined turnaround time.
• Maintain professional communication with customers at all times.
• Prepare and maintain daily/weekly/monthly service and sales-support reports.
• Maintain CRM/shipment records in the company system.
• Track quotations, enquiries, conversions and follow-ups.
• Identify potential business opportunities from customer interactions and share with Sales.

Skills

Customer service

Communication

Freight forwarding knowledge

Ocean/Air freight docs

MS Excel

Word

Outlook

CRM/ERP systems

Problem solving

Interpersonal skills

Education

Graduate degree

Logistics / freight forwarding qualification preferred

Tools

MS Excel

Word

Outlook

CRM/ERP systems

Job description

Key Responsibilities:

Customer Service

• Act as the primary point of contact for assigned customers for day-to-day service-related requirements.
• Handle customer enquiries, shipment status requests, documentation requirements and operational queries.
• Provide timely and accurate updates on shipment status, schedules, delays and other relevant information.
• Coordinate with Operations, Documentation, Accounts and overseas offices to resolve customer issues.
• Ensure customer complaints and escalations are addressed within the defined turnaround time.
• Maintain professional and effective communication with customers at all times.
• Monitor service levels and proactively communicate any potential delays or issues.

Sales Support

• Provide administrative and operational support to the Sales Team for existing and prospective customers.
• Assist the sales team with quotations, rate requests, customer enquiries and follow-ups.
• Coordinate with internal teams to obtain freight rates, schedules and other commercial information.
• Track quotations and enquiries and follow up with customers wherever required.
• Maintain records of customer enquiries, quotations, opportunities and business follow-ups.
• Support the Sales Team in preparing customer presentations, reports and business reviews.
• Identify potential business opportunities from existing customer interactions and share the same with the Sales Team.

Shipment & Operational Coordination

• Coordinate with Operations and Documentation teams to ensure smooth shipment execution.
• Follow up on booking confirmations, documentation, shipment milestones and delivery updates.
• Ensure customer-specific requirements are communicated to the concerned teams.
• Monitor pending activities and proactively follow up to avoid service failures.
• Coordinate with overseas agents/offices for shipment-related requirements and updates.

MIS & Reporting

• Prepare and maintain daily/weekly/monthly customer service and sales-support reports.
• Maintain accurate customer and shipment-related records in the company system/CRM.
• Track quotations, enquiries, conversions and pending customer requirements.
• Provide management with updates on key customer issues, pending matters and business opportunities.

Key Performance Indicators (KPIs)

• Timely response to customer enquiries and requests.
• Customer query/complaint resolution within defined TAT.
• Accuracy of quotations and customer communications.
• Follow-up and conversion of sales enquiries.
• Customer retention and service quality.
• Timely updating of CRM/system records.
• Reduction in service-related escalations.
• Effective coordination with Sales and Operations teams.
• Accuracy and timely submission of MIS reports.

Skills & Competencies

• Strong customer service and communication skills.
• Good understanding of freight forwarding and logistics processes.
• Good knowledge of Ocean/Air freight documentation and shipment processes.
• Strong follow-up and coordination skills.
• Ability to manage multiple customers and activities simultaneously.
• Good commercial awareness and attention to detail.
• Proficiency in MS Excel, Word and Outlook.
• Working knowledge of CRM/ERP systems.
• Strong problem-solving and interpersonal skills.
• Ability to work under pressure and meet deadlines.

Experience & Qualification

• Qualification: Graduate in any discipline; logistics/freight forwarding qualification preferred.
• Experience: 3-6 years of relevant experience in Customer Service, Sales Support or Freight Forwarding.
• Experience in an international freight forwarding/logistics company will be preferred.