Key Responsibilities: /n Customer Service /n /n

- Act as the primary point of contact for assigned customers for day-to-day service-related requirements.

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- Handle customer enquiries, shipment status requests, documentation requirements and operational queries.

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- Provide timely and accurate updates on shipment status, schedules, delays and other relevant information.

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- Coordinate with Operations, Documentation, Accounts and overseas offices to resolve customer issues.

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- Ensure customer complaints and escalations are addressed within the defined turnaround time.

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- Maintain professional and effective communication with customers at all times.

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- Monitor service levels and proactively communicate any potential delays or issues.

/n /n Sales Support /n /n

- Provide administrative and operational support to the Sales Team for existing and prospective customers.

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- Assist the sales team with quotations, rate requests, customer enquiries and follow-ups.

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- Coordinate with internal teams to obtain freight rates, schedules and other commercial information.

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- Track quotations and enquiries and follow up with customers wherever required.

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- Maintain records of customer enquiries, quotations, opportunities and business follow-ups.

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- Support the Sales Team in preparing customer presentations, reports and business reviews.

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- Identify potential business opportunities from existing customer interactions and share the same with the Sales Team.

/n /n Shipment & Operational Coordination /n /n

- Coordinate with Operations and Documentation teams to ensure smooth shipment execution.

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- Follow up on booking confirmations, documentation, shipment milestones and delivery updates.

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- Ensure customer-specific requirements are communicated to the concerned teams.

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- Monitor pending activities and proactively follow up to avoid service failures.

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

/n /n MIS & Reporting /n /n

- Prepare and maintain daily/weekly/monthly customer service and sales-support reports.

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- Maintain accurate customer and shipment-related records in the company system/CRM.

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- Track quotations, enquiries, conversions and pending customer requirements.

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- Provide management with updates on key customer issues, pending matters and business opportunities.

/n /n Key Performance Indicators (KPIs) /n /n

- Timely response to customer enquiries and requests.

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- Customer query/complaint resolution within defined TAT.

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- Accuracy of quotations and customer communications.

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- Follow-up and conversion of sales enquiries.

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- Customer retention and service quality.

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- Timely updating of CRM/system records.

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- Reduction in service-related escalations.

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- Effective coordination with Sales and Operations teams.

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- Accuracy and timely submission of MIS reports.

/n /n Skills & Competencies /n /n

- Solid customer service and communication skills.

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- Good understanding of freight forwarding and logistics processes.

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- Good knowledge of Ocean/Air freight documentation and shipment processes.

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- Strong follow-up and coordination skills.

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- Ability to manage multiple customers and activities simultaneously.

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- Good commercial awareness and attention to detail.

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- Proficiency in MS Excel, Word and Outlook.

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- Working knowledge of CRM/ERP systems.

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- Strong problem-solving and interpersonal skills.

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- Ability to work under pressure and meet deadlines.

/n /n Experience & Qualification /n /n

- Qualification: Graduate in any discipline; logistics/freight forwarding qualification preferred.

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- Experience: 3–6 years of relevant experience in Customer Service, Sales Support or Freight Forwarding.

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- Experience in an international freight forwarding/logistics company will be preferred.

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