Senior Executive - Customer Service & Operation -Shipping & Logistic

Job Title:

Senior Executive- Customer Service & Operation-

Company: Shree Jagannath Shipping & Logistics Pvt. Ltd.

Location: Vizag

Department: Operation

Reports to: AVP

Employment Type: Full-time

Company Overview

At SJ Shipping and Logistics, our unwavering commitment is to deliver value to our customers through our extensive expertise in cargo logistics, encompassing break bulk, ocean (FCL & LCL) and air freight, and project shipment handling. Our dedicated shipping/freight forwarding analysts conduct thorough logistics assessments to ensure precision in our commitments. We specialise in agile, strategic solutions for project material handling and multimodal ODC logistics, offering comprehensive transportation services. Utilising advanced computerised monitoring systems, we prioritise efficiency and punctuality. With registered offices and branches staffed by highly qualified professionals, we consistently deliver optimal services, earning a formidable position in the competitive market. We adhere to international standards throughout the shipping and logistics chain. Our strengths in size, capacity, resources, market presence, expertise, and experience synergise to ensure continuous customer satisfaction.

Job purpose:-

Customer Service and Operation Executive who will be expected to proactively manage customer experience through monitoring and managing of the end-to-end shipping/transportation process. This individual should ensure that execution is done in compliance with the company’s standards so that cargo is delivered as promised to the customer. Customers will be kept informed throughout the process and be updated should there be any change/deviation. Lastly, he/she will continue to develop existing relationships with the customers and further understand their business needs for future collaboration.

Core responsibilities

1. Be the primary point of contact for the customers and internal SJG offices.

2. Actively build strong relationships with customers and gain knowledge of their business needs.

3. Ensure smooth execution of the end-to-end process by working closely with the customer and internal stakeholders.

4. Proactively track shipments and notify customers of changes/deviations from the plan; post discussion with the sales owner, communicate solutions or mitigating plans for the shipment.

5. Own all customer issues and engage relevant stakeholders as needed.

6. Manage/improve day-to-day process interaction with customers by leveraging detailed customer knowledge.

7. Monitor booking trends and follow up with customers to maximise volume performance and superior service delivery.

8. Be fully responsible for customer satisfaction.

9. Ensure timely and accurate submission of all relevant documents.

10. Issue import and export documentation and payment receipts.

11. Ensure collection of all outstanding debts before release of shipment.

12. Actively drive continuous improvement opportunities both in relation to customers and internal/external stakeholders.

13. Identify, measure, and maintain key performance indicators.

14. Perform other duties as assigned by Manager.

Qualification

1. Knowledge in international logistics and freight forwarding (ocean/air & import/export experience).

2. Minimum 3 years of experience in Customer Service roles in the logistics industry

3. Basic English skill (both written and spoken).

4. Basic and/or intermediate Microsoft Office suite skills (Excel, Word, Outlook, and PowerPoint).

5. Service-orientated, organised, and able to work under pressure.

6. Excellent communication and interpersonal skills.

7. Passionate and motivated person.

Job Types: Full-time, Permanent

Benefits:

• Health insurance
• Paid sick time
• Provident Fund

Work Location: In person