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 RoleWe 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 ResponsibilitiesCustomer 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 RequirementsExperience: 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 QualificationsEducation: 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 SkillsMandatory:Customer Relationship Management (HubSpot / CRM Tools)Freight Documentation (BL, Invoice, Packing List)Shipment Coordination & TrackingIssue Resolution & Escalation ManagementCommunication with US ClientsNice to Have:ERP or Cargo Management System (CargoWise, SAP Logistics)Process Optimization ExperienceCustomer Feedback & Retention AnalysisPersonality & Behavioral TraitsStrong problem-solving ability and analytical thinkingExcellent organizational and multitasking skillsProactive, customer-oriented, and detail-focusedAbility to remain calm and professional under pressureHigh sense of accountability and ownershipCompensation & BenefitsSalary Range: ₹4 – ₹6 LPA (Based on experience and skillset)Night Shift Allowance (as applicable)PF & ESI benefits after probationLearning and upskilling opportunities in global freight operationsWork Mode & ShiftWork Location: On-site, Chennai, Tamil NaduShift Timing: US Shift (Night Shift) – 5 Days a WeekWhy Join UsExposure to global logistics operations and US clienteleCollaborative work environment with growth opportunitiesPerformance-driven rewards and recognition