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