Job Purpose

To manage day-to-day customer communication and shipment coordination for air and ocean import/export shipments, ensuring timely updates, accurate documentation, smooth coordination with internal teams, overseas agents, shipping lines, airlines, transporters, customs brokers, and customers.

Key Responsibilities1. Customer Handling

- Act as the primary point of contact for assigned customers.
- Handle customer queries related to shipment status, schedules, documentation, rates, delays, and delivery.
- Provide timely and accurate shipment updates to customers.
- Maintain robust customer relationships and ensure a high level of customer satisfaction.
- Proactively communicate any delays, operational issues, or changes in schedules.

2. Shipment Coordination

- Coordinate end-to-end shipment activities for Air and Ocean Import/Export shipments.
- Follow up with overseas agents, airlines, shipping lines, transporters, customs brokers, and warehouse teams.
- Monitor shipment milestones from booking/pickup through final delivery.
- Ensure bookings are confirmed as per customer requirements.
- Track ETD, ETA, cut-off dates, cargo readiness, pickup, loading, departure, arrival, customs clearance, and delivery.

3. Documentation

- Check and coordinate shipping documents such as:
- Commercial Invoice
- Packing List
- Bill of Lading
- Air Waybill
- Shipping Instructions
- Certificate of Origin
- Customs-related documents
- Ensure documents are received and shared with the concerned parties within the required timelines.
- Coordinate corrections/amendments wherever required.

4. Internal Coordination

- Coordinate closely with:
- Pricing Team
- Operations Team
- Sales Team
- Accounts Team
- Customs Team
- Transport Team




- Ensure all customer instructions are communicated clearly to the relevant departments.
- Follow up internally to ensure commitments given to customers are met.

5. Shipment Tracking & Reporting

- Maintain accurate shipment tracking records.
- Prepare daily/weekly shipment status reports where required.
- Monitor delayed shipments and escalate critical cases immediately.
- Maintain records of customer complaints, operational issues, and their resolution.

6. Exception Management

- Identify potential delays before they impact the customer.
- Escalate issues related to:
- Flight/vessel delays
- Booking cancellations
- Rollovers
- Customs holds
- Documentation discrepancies
- Cargo damage
- Delivery delays
- Additional charges
- Coordinate with the relevant teams to find alternative solutions.

7. Billing & Commercial Coordination

- Coordinate with the accounts team regarding customer billing.
- Ensure agreed rates and charges are correctly communicated for invoicing.
- Follow up for missing vendor invoices and supporting documents.
- Highlight any billing discrepancies to the concerned team.

Key Performance Indicators (KPIs)

- Customer response time: Same business day / within agreed SLA
- Shipment update accuracy: 100%
- Booking confirmation follow-up: Within agreed timeline
- Shipment milestone tracking: 100%
- Documentation accuracy: Minimum 98–100%
- Customer complaints: Minimize recurring complaints
- Issue resolution: Within agreed TAT
- Invoice coordination: Timely submission of billing documents
- Customer retention: Maintain assigned customer accounts
- Escalation management: Critical issues escalated proactively

Pay: ₹10,522.81 - ₹20,000.00 per month

Work Location: In person

📌 Customer Service Executive (India)
🏢 Naviglo Logistics
📍 India