Customer Service Support Specialist

2 days ago

Chennai, India Parekh Group Full time

Summary:

The Customer Service support is the primary point of contact for clients exporting &

importing cargo, This role is responsible for managing the entire post-booking customer

lifecycle, from confirmation to final document delivery, Invoicing, Arrival Notice,

container tracking, ensuring a high level of customer satisfaction, accurate

documentation, and smooth shipment execution.

Key Responsibilities:

  • Customer Interaction & Support:
  • Serve as the main day-to-day contact for a portfolio of export clients,

addressing all queries via email and phone.

  • Provide professional, timely, and accurate responses to customer inquiries

regarding rates, bookings, documentation, and shipment status.

  • Booking Management:
  • Process and confirm export bookings accurately in the system.
  • Coordinate with the documentation team to issue Draft Bills of Lading for

customer approval.

  • Manage booking amendments, cancellations, and special requests (e.g.,

Reefer, hazardous cargo).

  • Documentation Handling:
  • Guide customers on the required shipping documentation (Commercial

Invoice, Packing List, Certificate of Origin, etc.).

  • Check and confirm received shipping instructions for accuracy and

completeness.

  • Issue Draft Bills of Lading, Sea Waybills, or Telex Releases as per

customer request and company policy.

  • Handle the entire process of Bill of Lading amendments and surcharges.
  • Shipment Coordination & Tracking:
  • Work closely with the operations team to monitor the movement of export

shipments from gate-in to port of loading.

  • Update customers on the status of their cargo (e.g., empty gate-in, loaded

on vessel, vessel departure).

  • Proactively inform customers of any delays or issues affecting their

shipments.

  • Arrival notice:
  • Ensure all arrival notices are sent to customers as per Mawani regulation,

prior shipment.

  • Reminder of cargo arrival through email, calls, ..etc.
  • Follow up on cargo collection and empty return
  • Longstanding
  • Follow up on all not released cargo and send reminders to customers,

POL, for all longstanding cargo.

  • Escalation to CS manager on all longstanding related cases.
  • Invoicing:
  • Arrange invoice generation for all Import/Export customers as per agreed

timelines.

  • Working on customers disputes.
  • Problem Resolution:
  • Investigate and escalate any customer complaints and operational issues

efficiently.

  • Coordinate with internal departments (Operations, sales, Equipment) to

provide solutions to customers.

  • Handle claims-related documentation and initial communication.
  • Data Integrity & Reporting:
  • Ensure all customer and shipment data is accurately maintained in the

ERP systems.

  • Prepare and share regular shipment status reports with key accounts, if

required.

Technical Skills:

  • Proficiency in shipping software and MS Office.
  • In-depth knowledge of export documentation, Bill of Lading types, and

INCOTERMS.

  • Understanding customs clearance processes and export compliance is

advantageous.

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