Job DescriptionKey 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 qualified 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 (Vadodara)
🏢 Savino Del Bene
📍 Vadodara