Customer Service Specialist

3 weeks ago

Mumbai, Maharashtra, India D.B. Group Full time

We at D.B. Group America are looking for a Customer Service Specialist to join our RDC team based in Mumbai, supporting Air Import operations for the U.S. region.

We are seeking a proactive and detail-oriented individual who is passionate about delivering outstanding customer service. The ideal candidate should have strong experience in end-to-end Air Operations and possess excellent customer service skills. This role involves managing day-to-day operations, monitoring the status of all imports, and ensuring service delivery that consistently exceeds customer expectations.

If you are customer-focused, organized, and thrive in a fast-paced logistics environment, we'd love to hear from you.

Job Responsibilities:

  • Manage day-to-day operational activities including handling customer inquiries, processing orders, tracking shipments, and resolving issues effectively.
  • Coordinate with overseas offices/agents for approvals and to ensure smooth shipment movements.
  • Ensure accuracy and completeness of information shared with customers.
  • Liaise with vendors, customers, and stakeholders to ensure timely and efficient delivery of shipments.
  • Prepare and review all necessary shipping documents such as Manifests, Delivery Orders, and related paperwork.
  • Monitor shipment progress and provide timely updates to customers.
  • Deliver excellent customer service by responding promptly to inquiries and addressing complaints with professionalism.
  • Oversee vendor invoicing and ensure timely billing to customers and overseas offices.
  • Maintain accurate records of all operational transactions, including orders, shipments, and billing.
  • Collaborate with internal departments to ensure seamless coordination and workflow across functions.
  • Ensure compliance with applicable international trade regulations and company policies.
  • Identify opportunities to streamline processes and implement best practices to improve efficiency in operations and customer service.

Requirements:

  • Minimum 8 years of experience in Air freight forwarding or logistics preferred
  • Strong communication skills (written and verbal in English)
  • Ability to work in a fast-paced, detail-oriented environment
  • Willingness to work late shifts aligned with U.S. operations
  • Proficient in MS Office (Excel, Outlook) and freight-related systems
  • Team player with a problem-solving mindset

Preferred:

  • Prior experience supporting U.S. operations from a shared service setup.
  • Understanding of shipping documentation like B/L, ISF, Arrival Notices, etc.
  • Hands-on experience with CargoWise
  • Graduate degree in logistics, supply chain, or a related field.

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