Customer Service Specialist

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.