Customer Service- Freight Forwarding

3 days ago

Mumbai, India Talentmatics Full time

We are looking for an experienced
Customer Service Professional
to join our team in the Freight Forwarding & Logistics industry. The ideal candidate will have a strong background in customer service, key account management, and operational coordination across Air & Ocean shipments.

Key Responsibilities:-

  • Act as the primary point of contact for customers, handling inquiries, shipment updates, and issue resolutions.
  • Manage end-to-end documentation and operational coordination for both import and export shipments (Air & Ocean).
  • Liaise with shipping lines, airlines, transporters, overseas agents, and internal teams for seamless operations.
  • Track shipments proactively and provide customers with timely updates.
  • Ensure compliance with SOPs, service levels, and regulatory requirements.
  • Handle escalations and resolve service-related challenges efficiently.
  • Build and nurture long-term client relationships while supporting key account management.
  • Collaborate with the sales team for customer retention and service excellence.
  • Prepare and maintain MIS reports for management and client updates.

Key Skills & Competencies:-

  • Strong knowledge of freight forwarding operations (Air & Ocean, Import & Export).
  • Good understanding of shipping documentation, Incoterms, and customs clearance procedures.
  • Excellent communication, interpersonal, and problem-solving skills.
  • Customer-centric with the ability to handle multiple clients simultaneously.
  • Proficiency in MS Office and freight forwarding/ERP software.
  • Ability to work under pressure and manage time effectively.

Qualifications:-

  • Graduate/Postgraduate in Logistics, Supply Chain, International Business, or related field.
  • 5–10 years of customer service experience in the Freight Forwarding / Logistics industry.
  • Prior experience in handling key accounts and operational coordination is preferred.

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