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 Role We 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 Responsibilities Customer 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 Requirements Experience: 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 Qualifications Education: 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 Skills Mandatory: Customer Relationship Management (HubSpot / CRM Tools) Freight Documentation (BL, Invoice, Packing List) Shipment Coordination & Tracking Issue Resolution & Escalation Management Communication with US Clients Nice to Have: ERP or Cargo Management System (CargoWise, SAP Logistics) Process Optimization Experience Customer Feedback & Retention Analysis Personality & Behavioral Traits Strong 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 ownership Compensation & Benefits Salary 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 & Shift Work Location: On-site, Chennai, Tamil Nadu Shift Timing: US Shift (Night Shift) – 5 Days a Week Why Join Us Exposure to global logistics operations and US clientele Collaborative work environment with growth opportunities Performance-driven rewards and recognition