Sea Import Customer Service

Job Title: Customer Service Representative – Freight Forwarding

Department: Operations / Customer Service
Location: Mulund
Employment Type: Full-Time

Job Summary:

The Customer Service Representative – Freight Forwarding plays a critical role in overseeing and managing customer accounts while ensuring the seamless coordination of international and domestic freight shipments. This senior-level position requires extensive industry knowledge, proactive problem-solving skills, and the ability to mentor junior staff. The role involves close collaboration with clients, carriers, customs agents, and internal teams to deliver high-quality logistics solutions and ensure customer satisfaction.

Key Responsibilities:

• Act as the primary point of contact for key accounts and high-value customers, managing end-to-end shipment processes (air, ocean, and/or ground).
• Lead customer communication efforts, ensuring timely updates on shipment status, documentation requirements, and issue resolution.
• Handle escalated service issues with professionalism and urgency, providing effective solutions and root cause analysis.
• Coordinate with operations, customs brokers, and carriers to ensure timely movement of cargo and compliance with all applicable regulations.
• Review and ensure accuracy of shipping documentation including bills of lading, commercial invoices, and customs declarations.
• Provide quotes, schedule shipments, and monitor cargo movement using freight management systems.
• Train and mentor junior customer service representatives, offering guidance and support as needed.
• Analyze customer feedback and service data to identify trends and recommend process improvements.
• Maintain accurate records in Transportation Management Systems (TMS) and ensure customer requirements are met consistently.
• Build strong, long-term relationships with clients to promote loyalty and account growth.

Qualifications:

• Education: Graduate or Associate’s or Bachelor’s degree in Logistics, International Trade, Business, or a related field preferred.
• Experience: Minimum of 4–5 years in freight forwarding, logistics, or supply chain with a focus on customer service.
• Skills & Competencies:
• Strong understanding of international logistics and Incoterms
• Proficient in handling both import and export procedures
• Excellent communication and interpersonal skills
• Advanced knowledge of freight management systems.
• Strong problem-solving and decision-making abilities
• Detail-oriented with strong organizational and time management skills
• Ability to manage multiple tasks under tight deadlines

Preferred Qualifications:

• Experience with key global trade lanes and major carriers (air & ocean)
• Familiarity with customs regulations and documentation
• Leadership experience or prior team lead responsibilities

Job Type: Full-time

Pay: From ₹25,000.00 per month

Application Question(s):

• You have experience in the Freight Forwarding company?

Work Location: In person