About the Role

Contact person- Vaibhavi Pande-+91 976639671

7
The Assistant Manager – Customer Service will be responsible for managing end-to-end customer service activities for freight forwarding and logistics services, ensuring exceptional customer experience across Ocean Freight, Air Freight, Customs Clearance, Transportation, and Warehousing. The role involves acting as the primary point of contact for key customers, coordinating with internal operations teams, overseas offices, shipping lines, and vendors to ensure timely shipment execution, proactive communication, and service excellence. The incumbent will also lead the customer service team, drive process improvements, monitor service performance, and ensure customer satisfaction while supporting the organization's business objective

s.
Responsibilit

ies
Customer Relationship Managem
ent:Serve as the primary point of contact for key customers regarding shipment status, operational updates, and service-related quer
ies.Build and maintain long-term relationships with key customers by ensuring proactive communication and exceptional serv
ice.Conduct regular customer review meetings to understand business requirements and improve service deliv
ery.Resolve customer complaints and escalations within defined service timelines while ensuring customer satisfact
ion.Ensure adherence to customer SOPs and service level agreements (SL

As).
Shipment Coordination & Operations Sup
port:Coordinate with Ocean Operations, Air Operations, Customs Clearance, Transportation, Warehousing, and overseas offices for smooth shipment execu
tion.Ensure timely execution of Import and Export shipments from booking to final deli
very.Monitor shipment milestones and proactively communicate shipment status to custo
mers.Coordinate with shipping lines, airlines, transporters, warehouses, customs brokers,



and overseas agents to ensure seamless cargo move
ment.Escalate operational issues and ensure timely resolu

tion.
Documentation & Compl
iance:Verify shipping documentation including Bills of Lading, Delivery Orders, Commercial Invoices, Packing Lists, and other shipment-related docu
ments.Ensure compliance with Customs regulations, DGFT guidelines, international trade requirements, and company pol
icies.Maintain accurate operational records and ensure audit read
iness.Ensure documentation accuracy to minimize shipment delays and operational

risks.
Team Leadership & Performance Mana
gement:Lead, mentor, and develop the Customer Servic
e team.Allocate work, monitor team productivity, and ensure timely completion of operational acti
vities.Conduct performance reviews, coaching sessions, and identify training
needs.Promote a customer-focused culture with emphasis on operational excellence and continuous impro

vement.
Stakeholder & Vendor Coord
ination:Collaborate with Sales, Pricing, Operations, Finance, overseas offices, shipping lines, transporters, and logistics p
artners.Support implementation and onboarding of new customer a
ccounts.Ensure smooth coordination between internal and external stakeholders for timely shipment ex
ecution.Build strong relationships with carriers, vendors, and business p

artners.
Process Improvement & Service Ex
cellence:Identify opportunities to improve customer service processes and operational ef




ficiency.Drive standardization, automation, and continuous improvement ini
customer feedback and implement corrective and preventive
actions.Ensure effective utilization of ERP/TMS systems for operational ex

cellence.
Reporting
& MIS:Prepare daily, weekly, and monthly customer servic
e reports.Track KPIs including customer satisfaction, shipment visibility, response time, SLA compliance, documentation accuracy, and operational e
fficiency.Present service performance reports and improvement initiatives to m
anagement.Analyze operational trends and recommend improvemen

t actions.
Qua

lification
s
Education:Bachelor's degree in commerce, Business Administration, Logistics, Supply Chain Management, or a related
discipline.MBA / PGDM in Logistics, Supply Chain Management, or Marketing will b

e preferred
.
Experience:10–13 years of experience in Customer Service within the Freight Forwarding, Logistics, or Supply Ch
ain industry.Minimum 4–6 years of experience in a team handling or lea
dership role.Solid expertise in managing Ocean Freight (Import & Export) and Air Freight customer servic
e in handling key customer accounts, operational escalations, service delivery, and cross-functional

coordination.
R

equired Skills
Freight Forwarding C
ustomer ServiceOcean Freight (Impor
t & Export)Air Fre
ight OperationsCustoms Clearan
ce CoordinationShipment Tracking &
amp; VisibilityCustomer Relation
ship ManagementKey Acc
ount ManagementShippin
g Documen
tationIncotermsER
P / TMS SystemsAdvanced MS Excel &
; MIS ReportingLeadership &
Team ManagementStakeho
lder ManagementProblem Solving &
Decision MakingExcellent Communication & Pres
entation SkillsTime Management &am;

p; Multitasking

📌 Assistant Customer Service Manager (New Delhi)
🏢 ATA
📍 New Delhi