Job Description: Assistant Manager Customer Service

Department: Sales & Customer Relations

Experience: 5-10 Years

Job Role:

The Assistant Manager – Customer Service will be responsible for managing pre-sales and post-sales

customer service activities for Air and Ocean Freight (Import & Export) operations. The role involves

customer coordination, quotation management, SOP creation, shipment monitoring, stakeholder

management, and ensuring excellent service delivery.

Key Responsibilities:

- Handle customer enquiries and coordinate pre-sales activities for Air Import, Air Export, Ocean Import, and

Ocean Export shipments.

- Source competitive freight rates from shipping lines, airlines, transporters, overseas agents, and logistics

partners.

- Prepare, negotiate, and submit quotations to customers within agreed timelines.
- Coordinate internally for rate approvals and ensure approved quotations are updated in ERP/TMS systems.
- Create and maintain customer-specific Standard Operating Procedures (SOPs).
- Act as the primary point of contact for customers and shipment agents throughout the shipment lifecycle.
- Coordinate with shipping lines, airlines, customs brokers, transporters, warehouses, and overseas offices for

smooth shipment execution.

- Prepare and circulate Pre-Alerts with complete shipment information to customers and destination offices.




- Create and maintain Daily Status Reports (DSR) and provide proactive shipment updates.
- Monitor shipment milestones and resolve operational issues through timely escalation and follow-up.
- Verify shipping documents including BL, AWB, Commercial Invoice, Packing List, and Delivery Orders.
- Ensure compliance with customer SOPs, SLAs, customs requirements, and company policies.
- Support onboarding of new customers and implementation of service processes.
- Prepare MIS reports and track service performance metrics.

Products Managed:

- Air Export
- Air Import
- Ocean Export
- Ocean Import

2

This document and its contents may contain confidential information and are intended solely for the designated

recipient(s). Any unauthorized use, disclosure, copying, or distribution is prohibited without prior written consent.

Required Qualifications & Skills:

- Bachelor's Degree in Commerce, Business Administration, Logistics, Supply Chain Management, or

related discipline.

- 5-10 years of experience in Freight Forwarding, Logistics, or Supply Chain Customer Service.
- Knowledge of Incoterms, shipment documentation, freight rate negotiation, quotation management,

and customer service operations.

- Solid communication, stakeholder management, leadership, and problem-solving skills.

📌 Assistant Manager Customer Service Freight Forwarding (Bangalore Rural)
🏢 Shavish Group
📍 Bangalore Rural