Freight Forwarder

Location: Chennai, Tamil Nadu

Experience Required: Minimum 4 Years

CTC Range: ₹4 – ₹6 LPA

Employment Type: Full-Time

Shift: US Shift (Night Shift)

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.

1. Customer Support:
2. Handle customer inquiries related to freight forwarding, shipment status, delivery schedules, and customs documentation.
3. Issue Resolution:
4. Address and resolve customer complaints involving shipment delays, damages, or lost cargo efficiently and professionally.
5. Order Tracking:
6. Provide accurate, real-time shipment updates to clients ensuring transparency and customer satisfaction.
7. Operations Coordination:
8. Work closely with customs brokers, carriers, and warehouse teams to ensure timely dispatch, clearance, and delivery.
9. Documentation Management:
10. Prepare, verify, and maintain shipping documents such as Bill of Lading, Commercial Invoice, and Packing List.
11. CRM & Reporting:
12. Record all client interactions and shipment updates in CRM software (preferably HubSpot) and generate periodic reports.
13. Customer Feedback:
14. Collect and analyze customer feedback to identify recurring issues and contribute to process improvements.
15. Escalation Handling:
16. Manage escalated cases with professionalism, ensuring prompt communication and resolution.
17. Process Enhancement:
18. Suggest improvements to optimize customer service workflows and operational efficiency.
    

• 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.
  

• 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)
  

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
  

• 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
  

• 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 Location: On-site, Chennai, Tamil Nadu
• Shift Timing: US Shift (Night Shift) – 5 Days a Week
  

• Exposure to global logistics operations and US clientele
• Collaborative work environment with growth opportunities
• Performance-driven rewards and recognition