Customer Service Representative (CSR) - Operations Support

Department : Operations / Customer Support

Location : Mysuru, India (Work from Office)

Employment : Full-Time | Rotational Shifts (24/7 US-aligned)

Experience : 0-1 Year

Level : Fresher / Entry-Level

Openings : 30

ROLE OVERVIEW

Launch your career in global logistics. As an entry-level CSR, you will be the first point of contact for operational queries, supporting Forward Air’s US-based brokerage and transportation operations from our Mysuru Shared Services centre. You will learn order management, shipment tracking, billing basics, and customer communication—building a strong foundation for growth into senior operations, team lead, or specialist roles.

KEY RESPONSIBILITIES

Area

Description

Customer Query Handling

Order Management

Enter, update, and close orders in the Transportation Management System (TMS); ensure data accuracy at every step.

Track & Trace Support

Monitor active shipments, provide proactive status updates, and flag delays or exceptions to the operations team.

Billing Verification

Cross-check shipment details against invoices, identify discrepancies, and route corrections to the billing team.

Documentation & Record-Keeping

Maintain accurate, timestamped records of every customer interaction and operational update in the CRM/ticketing system.

Escalation & Collaboration

Escalate unresolved issues per the defined escalation matrix; collaborate with carriers, brokers, and internal teams for resolution.

Process Adherence

Follow Standard Operating Procedures (SOPs),



quality checklists, and compliance guidelines consistently.

EDUCATION

Bachelor’s degree in Business, Commerce, Management, Logistics, or a related field.

MANDATORY SKILLS

- Fluent spoken and written English (neutral accent preferred)
- Solid attention to detail and data accuracy mindset
- Positive attitude, coachability, and eagerness to learn
- Ability to work effectively in a team and independently
- Good time management; ability to handle multiple tasks under deadlines
- Adaptability to rotational shifts including overnight US-timezone hours and weekends

TECHNICAL SKILLS

- Basic proficiency in Microsoft Office (Excel, Outlook, Word)
- Willingness to learn TMS, CRM, and internal operational platforms

PREFERRED / GOOD TO HAVE

- Internship or project experience in logistics, supply chain, or customer service
- Familiarity with freight/transportation terminology
- Typing speed ≥ 35 WPM with ≥ 95% accuracy

KEY PERFORMANCE INDICATORS

1. First Response Time (FRT) ≤ defined SLA

2. Query Resolution Rate ≥ 90%

3. Data Entry Accuracy ≥ 98%

4. Customer Satisfaction (CSAT) score targets

5. Adherence to shift schedule ≥ 95%

Job Types : Full-time, Permanent

Pay: ₹25,000.00 - ₹40,000.00 per month

Benefits :

- Cell phone reimbursement
- Commuter assistance
- Flexible schedule
- Food provided
- Health insurance
- Internet reimbursement
- Leave encashment
- Life insurance
- Paid sick time
- Paid time off
- Provident Fund

Work Location: In person

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