Sea Import Customer Service

4 days ago

Mulund West Mumbai Maharashtra, India Modera freight Services Pvt Ltd Full time

**Job Title: Customer Service Representative - Freight Forwarding**

**Department**: Operations / Customer Service
**Location**: Mulund
**Employment Type**: Full-Time

**Job Summary**:
The **Customer Service Representative - Freight Forwarding** plays a critical role in overseeing and managing customer accounts while ensuring the seamless coordination of international and domestic freight shipments. This senior-level position requires extensive industry knowledge, proactive problem-solving skills, and the ability to mentor junior staff. The role involves close collaboration with clients, carriers, customs agents, and internal teams to deliver high-quality logistics solutions and ensure customer satisfaction.

**Key Responsibilities**:

- Act as the primary point of contact for key accounts and high-value customers, managing end-to-end shipment processes (air, ocean, and/or ground).
- Lead customer communication efforts, ensuring timely updates on shipment status, documentation requirements, and issue resolution.
- Handle escalated service issues with professionalism and urgency, providing effective solutions and root cause analysis.
- Coordinate with operations, customs brokers, and carriers to ensure timely movement of cargo and compliance with all applicable regulations.
- Review and ensure accuracy of shipping documentation including bills of lading, commercial invoices, and customs declarations.
- Provide quotes, schedule shipments, and monitor cargo movement using freight management systems.
- Train and mentor junior customer service representatives, offering guidance and support as needed.
- Analyze customer feedback and service data to identify trends and recommend process improvements.
- Maintain accurate records in Transportation Management Systems (TMS) and ensure customer requirements are met consistently.
- Build strong, long-term relationships with clients to promote loyalty and account growth.

**Qualifications**:

- **Education**: Graduate or Associate’s or Bachelor’s degree in Logistics, International Trade, Business, or a related field preferred.
- **Experience**: Minimum of 4-5 years in freight forwarding, logistics, or supply chain with a focus on customer service.
- **Skills & Competencies**:

- Strong understanding of international logistics and Incoterms
- Proficient in handling both import and export procedures
- Excellent communication and interpersonal skills
- Advanced knowledge of freight management systems.
- Strong problem-solving and decision-making abilities
- Detail-oriented with strong organizational and time management skills
- Ability to manage multiple tasks under tight deadlines

**Preferred Qualifications**:

- Experience with key global trade lanes and major carriers (air & ocean)
- Familiarity with customs regulations and documentation
- Leadership experience or prior team lead responsibilities

Pay: From ₹25,000.00 per month

Application Question(s):

- You have experience in the Freight Forwarding company?

Work Location: In person

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