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 skilled 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.- Good 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 (Mumbai)
🏢 Savino Del Bene
📍 Mumbai