Freight Forwarder

Customer Service Executive – Freight Forwarding (US Shift) Location: Chennai, Tamil Nadu
Experience Required: Minimum 4 Years
CTC Range: ₹4 – ₹6 LPA
Employment Type: Full-Time
Shift: US Shift (Night Shift)
About the Role We are seeking an experienced and customer-focused professional for the role of Customer Service Executive in the Freight Forwarding and Logistics domain .

The role involves handling US-based clients, managing shipment-related queries, coordinating with operations, and ensuring seamless customer experience across freight processes.
Key Responsibilities Customer Support:
Handle customer inquiries related to freight forwarding, shipment status, delivery schedules, and customs documentation.
Issue Resolution:
Address and resolve customer complaints involving shipment delays, damages, or lost cargo efficiently and professionally.
Order Tracking:
Provide accurate, real-time shipment updates to clients ensuring transparency and customer satisfaction.
Operations Coordination:
Work closely with customs brokers, carriers, and warehouse teams to ensure timely dispatch, clearance, and delivery.
Documentation Management:
Prepare, verify, and maintain shipping documents such as Bill of Lading, Commercial Invoice, and Packing List.
CRM & Reporting:
Record all client interactions and shipment updates in CRM software (preferably HubSpot) and generate periodic reports.
Customer Feedback:
Collect and analyze customer feedback to identify recurring issues and contribute to process improvements.
Escalation Handling:
Manage escalated cases with professionalism, ensuring prompt communication and resolution.
Process Enhancement:
Suggest improvements to optimize customer service workflows and operational efficiency.
Mandatory Requirements Experience: Minimum 4 years in Customer Service within Freight Forwarding / Logistics / Supply Chain .
Communication: Excellent English communication skills (verbal and written) for interaction with US-based clients.
CRM Tools: Proficiency in HubSpot or equivalent CRM software.
Documentation: In-depth understanding of freight documentation such as Bill of Lading, Commercial Invoice, and Delivery Order.
Operational Knowledge: Exposure to customs clearance , shipping regulations , and freight movement processes.
Shift Flexibility: Comfortable working in US / Night shifts to support overseas clients.
Preferred Qualifications Education: Bachelor’s degree in Business Administration, Supply Chain, or Logistics (preferred).
Certifications (Preferred but not mandatory):
Certified International Freight Forwarder (CIFF)
Logistics or Supply Chain Certification (CILT / APICS / FIATA)
CRM Certification (HubSpot Academy / Salesforce)
Key Skills Mandatory:
Customer Relationship Management (HubSpot / CRM Tools)
Freight Documentation (BL, Invoice, Packing List)
Shipment Coordination & Tracking
Issue Resolution & Escalation Management
Communication with US Clients
Nice to Have:
ERP or Cargo Management System (CargoWise, SAP Logistics)
Process Optimization Experience
Customer Feedback & Retention Analysis
Personality & Behavioral Traits Strong problem-solving ability and analytical thinking
Excellent organizational and multitasking skills
Proactive, customer-oriented, and detail-focused
Ability to remain calm and professional under pressure
High sense of accountability and ownership
Compensation & Benefits Salary Range: ₹4 – ₹6 LPA (Based on experience and skillset)
Night Shift Allowance (as applicable)
PF & ESI benefits after probation
Learning and upskilling opportunities in global freight operations
Work Mode & Shift Work Location: On-site, Chennai, Tamil Nadu
Shift Timing: US Shift (Night Shift) – 5 Days a Week
Why Join Us Exposure to global logistics operations and US clientele
Collaborative work environment with growth opportunities
Performance-driven rewards and recognition