Customer Service Assistant

We are searching for an experienced Customer Service Assistant at our Mumbai facility.

Primary Duties and Responsibilities
MNC Forwarder Coordination & Rate Management Support

Key Responsibilities
Act as assistance - point of coordination for MNC
forwarders across India, as well as Pakistan, Bangladesh, and Sri Lanka,
handling communications, rate requests, queries, and operational issues.
Coordinate with GVA and Trade Managers to obtain
approved monthly FAK (Freight All Kinds) and NAC (Named Account Contract)
rates, along with free-time approvals, before filing for India, Pakistan,
Bangladesh, and Sri Lanka.
Ensure all rates and contracts have the necessary
approvals, validity, and supporting documentation prior to filing.
Ensure timely filing of all rates to minimize
discrepancies arising from effective-date variations and rate
applicability issues.
Distribute and communicate monthly FAK rates and
any subsequent revisions to customers, all India offices, and destination
offices.
Manage and respond promptly to all customer
inquiries, concerns,



and communications, ensuring effective service
support on an all-India basis.
Liaise with branch offices and Customer Service
teams to maintain seamless service levels for MNC forwarders and
proactively resolve operational issues to prevent delays.
Monitor and review monthly cargo support and
business performance of MNC customers across India.
Track instances of reduced or insufficient cargo
support against Spot, FAK, and Named Account rates filed on a monthly or
long-term basis and follow up with the respective MNC customers to improve
support levels.
Key Deliverables
Timely and accurate filing of approved rates and
contracts.
Effective customer relationship management for
MNC forwarders.
Coordination between trade, commercial, and
operational teams.
Monitoring of cargo support commitments and
business performance.
Resolution of customer issues while maintaining
service excellence and minimizing

📌 CustomerService -Assistant (Mumbai)
🏢 MSC Mediterranean Shipping
📍 Mumbai