Customer Service

4 months ago

Kanjurmarg Mumbai Maharashtra, India THE INTERNATIONAL CARGO CARRIERS Full time

Job Title: Customer Service Representative - Freight Forwarding Logistics

Job Summary: As a Customer Service Representative in our freight forwarding logistics company, you will play a pivotal role in ensuring exceptional customer satisfaction by managing and resolving inquiries, addressing concerns, and providing efficient communication regarding the transportation of goods. Your primary responsibility is to build and maintain positive relationships with clients, ensuring a smooth and seamless experience throughout the entire logistics process.

Key Responsibilities:
Provide accurate and timely information regarding shipment status, tracking, and delivery schedules.
Proactively communicate any delays, issues, or changes in shipment plans to customers.

**Order Processing and Documentation**:Coordinate and process customer orders, ensuring accurate and complete information.
Prepare and maintain relevant shipping documentation, including bills of lading, customs documentation, and other necessary paperwork.
Collaborate with internal teams to ensure all required documentation is in order and complies with regulatory requirements.

**Issue Resolution**:Investigate and resolve customer complaints, concerns, or issues related to shipments promptly and professionally.
Collaborate with other departments to address and resolve complex problems, ensuring a high level of customer satisfaction.

**Relationship Building**:Develop and maintain strong relationships with key customers, understanding their unique requirements and preferences.
Identify opportunities to enhance customer experience and provide feedback to the management team for continuous improvement.

**Logistics Coordination**:Collaborate with the operations team to ensure smooth coordination of shipments, including pickup, transportation, and delivery.
Monitor and track shipments to ensure they are progressing according to schedule, providing updates to customers as needed.

**Compliance and Regulations**:Stay informed about international shipping regulations, customs requirements, and trade compliance to ensure proper handling of shipments.
Assist customers in navigating regulatory requirements and documentation for international shipments.

**Customer Feedback**:Collect and analyze customer feedback to identify trends and areas for improvement.
Work with the team to implement strategies to enhance overall customer satisfaction.

Qualifications:

- High school diploma or equivalent; additional education in logistics or a related field is a plus.
- Proven experience in customer service, preferably in the logistics or freight forwarding industry.
- Strong communication and interpersonal skills.
- Familiarity with shipping documentation and international trade regulations.
- Ability to multitask, prioritize, and work in a fast-paced environment.
- Proficient in using customer relationship management (CRM) software and Microsoft Office Suite.

**Benefits**:

- Provident Fund

Schedule:

- Day shift

Supplemental Pay:

- Commission pay
- Performance bonus
- Yearly bonus

Application Question(s):

- Total years in logistics industry

**Education**:

- Higher Secondary(12th Pass) (preferred)

**Experience**:

- total work: 3 years (preferred)
- Customer service: 2 years (required)

**Language**:

- English (preferred)
- Hindi (preferred)

Work Location: In person

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