Key Responsibilities

Customer Service

- Act as the primary point of contact for assigned customers for day-to-day service-related requirements.
- Handle customer enquiries, shipment status requests, documentation requirements and operational queries.
- Provide timely and accurate updates on shipment status, schedules, delays and other relevant information.
- Coordinate with Operations, Documentation, Accounts and overseas offices to resolve customer issues.
- Ensure customer complaints and escalations are addressed within the defined turnaround time.
- Maintain professional and effective communication with customers at all times.
- Monitor service levels and proactively communicate any potential delays or issues.

Sales Support

- Provide administrative and operational support to the Sales Team for existing and prospective customers.
- Assist the sales team with quotations, rate requests, customer enquiries and follow-ups.
- Coordinate with internal teams to obtain freight rates, schedules and other commercial information.
- Track quotations and enquiries and follow up with customers wherever required.
- Maintain records of customer enquiries, quotations, opportunities and business follow-ups.
- Support the Sales Team in preparing customer presentations, reports and business reviews.
- Identify potential business opportunities from existing customer interactions and share the same with the Sales Team.

Shipment & Operational Coordination

- Coordinate with Operations and Documentation teams to ensure smooth shipment execution.
- Follow up on booking confirmations, documentation, shipment milestones and delivery updates.
- Ensure customer-specific requirements are communicated to the concerned teams.
- Monitor pending activities and proactively follow up to avoid service failures.




- Coordinate with overseas agents/offices for shipment-related requirements and updates.

MIS & Reporting

- Prepare and maintain daily/weekly/monthly customer service and sales-support reports.
- Maintain accurate customer and shipment-related records in the company system/CRM.
- Track quotations, enquiries, conversions and pending customer requirements.
- Provide management with updates on key customer issues, pending matters and business opportunities.

Key Performance Indicators (KPIs)

- Timely response to customer enquiries and requests.
- Customer query/complaint resolution within defined TAT.
- Accuracy of quotations and customer communications.
- Follow-up and conversion of sales enquiries.
- Customer retention and service quality.
- Timely updating of CRM/system records.
- Reduction in service-related escalations.
- Effective coordination with Sales and Operations teams.
- Accuracy and timely submission of MIS reports.

Skills & Competencies

- Strong customer service and communication skills.
- Good understanding of freight forwarding and logistics processes.
- Good knowledge of Ocean/Air freight documentation and shipment processes.
- Strong follow-up and coordination skills.
- Ability to manage multiple customers and activities simultaneously.
- Valuable commercial awareness and attention to detail.
- Proficiency in MS Excel, Word and Outlook.
- Working knowledge of CRM/ERP systems.
- Strong problem-solving and interpersonal skills.
- Ability to work under pressure and meet deadlines.

Experience & Qualification

- Qualification: Graduate in any discipline; logistics/freight forwarding qualification preferred.
- Experience: 3–6 years of relevant experience in Customer Service, Sales Support or Freight Forwarding.
- Experience in an international freight forwarding/logistics company will be preferred.

📌 Sr. Executive – Customer Service & Sales Support (Vadodara)
🏢 Savino Del Bene
📍 Vadodara