Key Responsibilities
Customer Coordination
- Act as the primary point of contact for assigned Importer/Exporter customers.
- Understand customer requirements and communicate them clearly to the Documentation and Operations/Clearance teams.
- Maintain regular communication with customers regarding shipment status, documentation requirements, clearance progress and delivery.
- Provide timely updates on shipment milestones, delays, pending documents and expected delivery dates.
- Respond promptly to customer queries and resolve routine service issues.
Coordination with Documentation Team
- Coordinate with Documentation Executives to ensure that all required import/export documents are received from customers on time.
- Follow up for missing, incomplete or incorrect documents.
- Ensure that customer instructions and special requirements are properly communicated to the Documentation Team.
- Monitor the progress of documentation and ensure that there are no avoidable delays.
Coordination with Customs Clearance / Operations Team
- Coordinate closely with the Customs Clearance/Operations team for smooth processing of shipments.
- Track the shipment from arrival/filing stage through customs clearance and delivery.
- Identify potential delays and immediately inform the concerned internal team and customer.
- Ensure that pending issues are followed up until resolution.
Delivery Coordination
- Coordinate with the Operations and Transport teams for timely delivery after customs clearance.
- Keep customers informed about delivery schedules and any changes.
- Follow up on Delivery Order, transporter arrangements and other delivery-related requirements, wherever applicable.
- Monitor the shipment until the cargo is successfully delivered to the customer's premises.
- Obtain/maintain delivery confirmation and update the shipment status accordingly.
Shipment Monitoring & Reporting
- Maintain a proper tracker/MIS for all assigned shipments.
- Monitor every shipment against agreed timelines and customer commitments.
- Escalate delays, documentation issues, customs issues or operational problems to the concerned senior/team member immediately.
- Maintain proper records of customer communication and shipment updates.
- Ensure that shipment information is accurately updated in the company's ERP/system.
Candidate Requirements
- Graduate in any discipline.
- 2–5 years of experience in Freight Forwarding, Customs Clearance, CHA, Logistics or Shipping.
- Experience in Customer Service/Client Coordination in the logistics industry will be preferred.
- Good understanding of Import/Export processes and customs clearance procedures.
- Should have a basic understanding of shipping and customs documentation.
- Good knowledge of shipment tracking and coordination.
- Excellent communication and follow-up skills.
- Good command of English, both written and spoken.
- Good working knowledge of MS Office, particularly Excel and Outlook.
- Experience with logistics/ERP software will be an advantage.
- Should be able to handle multiple shipments simultaneously.
- Should be proactive and capable of identifying potential problems before they become delays.
Key Skills
Customer Service | Client Coordination | Freight Forwarding | Customs Clearance | Import/Export | Shipment Tracking | Documentation Coordination | Operations Coordination | Follow-up | Problem Solving | Communication | MS Excel
Benefits:
- Cell phone reimbursement
- Commuter assistance
- Flexible schedule
- Food provided
- Health insurance
- Life insurance
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
