Freight Forwarder

Location:

Experience Required:

CTC Range:

Employment Type:

Shift:

About the Role

Customer Service Executive

Key Responsibilities

1. Customer Support:

2. Handle customer inquiries related to freight forwarding, shipment status, delivery schedules, and customs documentation.

3. Issue Resolution:

4. Address and resolve customer complaints involving shipment delays, damages, or lost cargo efficiently and professionally.

5. Order Tracking:

6. Provide accurate, real-time shipment updates to clients ensuring transparency and customer satisfaction.

7. Operations Coordination:

8. Work closely with customs brokers, carriers, and warehouse teams to ensure timely dispatch, clearance, and delivery.

9. Documentation Management:

10. Prepare, verify, and maintain shipping documents such as Bill of Lading, Commercial Invoice, and Packing List.

11. CRM & Reporting:

12. Record all client interactions and shipment updates in CRM software (preferably HubSpot) and generate periodic reports.

13. Customer Feedback:

14. Collect and analyze customer feedback to identify recurring issues and contribute to process improvements.

15. Escalation Handling:

16. Manage escalated cases with professionalism, ensuring prompt communication and resolution.

17. Process Enhancement:

18. Suggest improvements to optimize customer service workflows and operational efficiency.
    

Mandatory Requirements

• Experience:

  Minimum 4 years in

  Customer Service

  within

  Freight Forwarding / Logistics / Supply Chain

  .

• Communication:

  Excellent English communication skills (verbal and written) for interaction with US-based clients.

• CRM Tools:

  Proficiency in

  HubSpot

  or equivalent CRM software.

• Documentation:

  In-depth understanding of

  freight documentation

  such as Bill of Lading, Commercial Invoice, and Delivery Order.

• Operational Knowledge:

  Exposure to

  customs clearance

  ,

  shipping regulations

  , and

  freight movement

  processes.

• Shift Flexibility:

  Comfortable working in

  US / Night shifts

  to support overseas clients.

Preferred Qualifications

• Education:

  Bachelor’s degree in Business Administration, Supply Chain, or Logistics (preferred).

• Certifications (Preferred but not mandatory):

• Certified International Freight Forwarder (CIFF)
• Logistics or Supply Chain Certification (CILT / APICS / FIATA)
• CRM Certification (HubSpot Academy / Salesforce)
  

Key Skills

Mandatory:

• Customer Relationship Management (HubSpot / CRM Tools)
• Freight Documentation (BL, Invoice, Packing List)
• Shipment Coordination & Tracking
• Issue Resolution & Escalation Management
• Communication with US Clients

Nice to Have:

• ERP or Cargo Management System (CargoWise, SAP Logistics)
• Process Optimization Experience
• Customer Feedback & Retention Analysis
  

Personality & Behavioral Traits

• Strong problem-solving ability and analytical thinking
• Excellent organizational and multitasking skills
• Proactive, customer-oriented, and detail-focused
• Ability to remain calm and professional under pressure
• High sense of accountability and ownership
  

Compensation & Benefits

• Salary Range:

  ₹4 – ₹6 LPA

  (Based on experience and skillset)
• Night Shift Allowance (as applicable)
• PF & ESI benefits after probation
• Learning and upskilling opportunities in global freight operations

Work Mode & Shift

• Work Location:

  On-site, Chennai, Tamil Nadu

• Shift Timing:

  US Shift (Night Shift) – 5 Days a Week

Why Join Us

• Exposure to global logistics operations and US clientele
• Collaborative work environment with growth opportunities
• Performance-driven rewards and recognition