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 ofCustomer Service Executivein theFreight 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 inCustomer ServicewithinFreight Forwarding / Logistics / Supply Chain . Communication:Excellent English communication skills (verbal and written) for interaction with US-based clients. CRM Tools:Proficiency inHubSpotor equivalent CRM software. Documentation:In-depth understanding offreight documentationsuch as Bill of Lading, Commercial Invoice, and Delivery Order. Operational Knowledge:Exposure tocustoms clearance ,shipping regulations , andfreight movementprocesses. Shift Flexibility:Comfortable working inUS / Night shiftsto 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 & Tracking Issue Resolution & Escalation Management Communication with US ClientsNice to Have: ERP or Cargo Management System (CargoWise, SAP Logistics) Process Optimization Experience Customer Feedback & Retention AnalysisPersonality & Behavioral TraitsStrong 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 ownershipCompensation & BenefitsSalary 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 & ShiftWork Location:On-site, Chennai, Tamil Nadu Shift Timing:US Shift (Night Shift) – 5 Days a WeekWhy Join UsExposure to global logistics operations and US clientele Collaborative work environment with growth opportunities Performance-driven rewards and recognition