Freight Forwarder

Customer Service Executive – Freight Forwarding (US Shift)Location:Chennai, Tamil NaduExperience Required:Minimum 4 YearsCTC Range:₹4 – ₹6 LPAEmployment Type:Full-TimeShift: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 & 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