Job description
 
                         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
 
                    
                    
Required Skill Profession
 
                     
                    
                    Material Recording, Scheduling, Dispatching, And Distributing Workers