: Senior Customer Service Associate Freight Forwarding

Location: Chennai, India

Department: Customer Service

Employment Type: Full-time -Work from Office

About Silq:

Silq is a fast-growing, tech-enabled freight forwarding and quality inspection startup helping North American importers move goods reliably across APAC-US trade lanes. We are building a team that values ownership, explicit communication, and customer-first thinking. With offices in Chennai, Bangalore, and Mumbai, you will work closely with global teams and have real scope to grow.

Role Overview The Senior Customer Service Associate will manage end-to-end customer service for import and export shipments across ocean freight (FCL/LCL) and air freight. The role involves coordinating shipments, maintaining customer relationships, monitoring shipment milestones, ensuring timely documentation, and working closely with internal teams and external partners to deliver excellent customer service.

Key Responsibilities

1. Customer Service & Client Management

- Act as the primary point of contact for customers from booking through final delivery.
- Provide proactive shipment updates and respond promptly to customer enquiries, calls, and emails.
- Conduct customer meetings to review performance, resolve issues, and strengthen relationships.
- Handle customer complaints and escalations effectively.
- Assist the sales team with quotations, proposals, and customer follow-ups.

2. Freight Forwarding Operations

- Create and manage import and export shipment jobs for FCL, LCL, and air freight.
- Coordinate with overseas agents, shipping lines, airlines, customs brokers, transporters, and other service providers.
- Monitor shipments from origin to destination and coordinate customs clearance, cargo release, cartage, and delivery.
- Coordinate delivery orders, transport arrangements, and shipment documentation.
- Identify and escalate delays, vessel rollovers, missed cut-offs, and operational issues.

3. Shipment Tracking & Reporting





- Prepare and share daily shipment reports (DSR) with customers and internal teams.
- Track ETD, ETA, transshipment updates, and delivery milestones.
- Proactively communicate schedule changes, delays, and recovery plans.
- Maintain accurate shipment records and system updates.

4. Billing & Finance Coordination

- Coordinate customer invoicing and vendor invoice processing with finance and accounts teams.
- Follow up on outstanding customer payments and resolve billing queries.
- Process payment requests for COD shipments and operational disbursements as per company procedures.
- Maintain invoices and supporting documents in EDOCS or equivalent systems.
- Resolve billing discrepancies in coordination with relevant stakeholders.

5. Digital Systems & Process Improvement

- Use freight forwarding systems, carrier portals, CRM tools, and document management platforms.
- Demonstrate proficiency in MS Office, Google Workspace, and ODEX where applicable.
- Maintain accurate system records and follow company SOPs.
- Adapt to new digital tools and processes to improve operational efficiency and customer service.

Qualifications & Requirements

- Bachelors degree in any discipline from a recognised university.
- Additional certification or training in Freight Forwarding, Shipping, Logistics, or Supply Chain Management will be an added advantage.
- Minimum 3 years of experience in freight forwarding, shipping, logistics, or supply chain operations.
- Experience in customer service or operations with a freight forwarder or shipping line is preferred.
- Good knowledge of import/export operations, FCL/LCL, air freight, BL processes, carrier cut-offs, and customs clearance coordination.
- Strong written and verbal English communication skills.
- Excellent customer service, coordination, problem-solving, and organisational skills.
- Ability to manage multiple shipments and meet tight deadlines.
- Proficiency in MS Office and willingness to learn new systems.
- Willingness to travel locally for customer meetings when required.
- Immediate availability or a short notice period will be an advantage.

📌 Senior Customer Service Associate Freight Forwarding (Chennai)
🏢 Silq
📍 Chennai