JOB DESCRIPTION
Customer Service – Ocean ExportsCompany: Manorama Supply Chain Solution (OPC) Private Limited

Location:
Navi Mumbai, Maharashtra Department: Ocean Exports – Customer Service Employment Type: Full time Work Mode: On-Site Company DescriptionManorama Supply Chain Solution (OPC) Private Limited provides end-to-end logistics and supply chain services designed to meet the evolving needs of modern businesses. Our service portfolio includes ocean and air freight forwarding, transportation, warehousing, distribution, customs clearance, and integrated supply chain solutions. With a strong focus on reliability, transparency, innovation, and operational excellence, we are committed to simplifying logistics through efficient, cost-effective, and scalable solutions that ensure seamless cargo movement from origin to destination. We serve domestic, regional, and international logistics requirements, leveraging our industry expertise and customer-centric approach to build long-term partnerships and deliver value across every stage of the supply chain. Role DescriptionThe Customer Service – Ocean Exports role is a full-time, on-site position based in Navi Mumbai. The candidate will be responsible for managing ocean export customer inquiries, coordinating freight quotations, handling booking requests, providing shipment updates, supporting export documentation, and ensuring timely communication with customers, shipping lines, procurement, and internal operations teams. The role requires a proactive and customer-focused professional who can manage time-sensitive export shipments, maintain service quality, resolve routine issues, and ensure smooth coordination throughout the export process.

Key Responsibilities
1. Customer Enquiry & Freight Quotation Management
• Coordinate with customers regarding ocean export inquiries received from the Sales Team.
• Obtain complete shipment details from the shipper based on the prescribed enquiry format.
• Check ocean freight rates through carrier websites and simultaneously forward inquiries to the Pricing Team.
• Follow up closely with the Procurement Team to obtain competitive freight rates.
• Ensure freight quotations are submitted to customers within 3–4 hours of receiving the inquiry.




• Maintain proper follow-up with customers on submitted quotations and pending inquiries. 2. Booking & Shipment Coordination
• Receive and process shipment instructions, booking requests, and customer queries.
• Coordinate with shipping lines and internal teams for booking confirmation and space availability.
• Share booking confirmations, vessel details, sailing schedules, and shipment status updates with customers.
• Ensure customer requirements are communicated accurately to the Operations Team.
• Follow up on pending shipment information, approvals, and documents required for export processing. 3. Customer Communication & Service Quality
• Maintain professional and proactive communication with customers through email and telephone.
• Provide timely updates on shipment progress, vessel schedules, and documentation requirements.
• Ensure customer queries are resolved efficiently and within the required timelines.
• Maintain a high level of customer satisfaction through effective coordination and follow-through.
• Escalate shipment delays, documentation discrepancies, and operational exceptions to the concerned teams and management. 4. Documentation & Management Compliance
• Coordinate with the Documentation Team for accurate and timely preparation of export documentation.
• Ensure that no Bill of Lading (BL) is released without prior approval from the Management Team.
• Ensure adherence to company procedures, customer requirements, and management instructions. 5. Outstanding Payment Follow-Up
• Follow up with customers for the release of outstanding payments against previous invoices.
• Coordinate with the Accounts Team based on the Outstanding (OS) Report received.
• Keep management informed of payment follow-ups and pending customer dues. 6. Reporting & Record Management
• Maintain an updated Customer Enquiry and Quotation Log.
• Record all inquiries, freight quotations, customer follow-ups, and enquiry status.




• Submit the daily enquiry and quotation report to Management by End of Day (EOD).
• Ensure all records are accurate, complete, and updated regularly. Qualifications & Skills
• Strong customer service and customer support skills, with the ability to manage inquiries and resolve issues effectively.
• Good understanding of ocean export freight forwarding processes and shipment coordination.
• Knowledge of ocean export documentation, booking procedures, and shipping line coordination is preferred.
• Excellent verbal and written communication skills.
• Professional telephone etiquette and customer-handling skills.
• Ability to coordinate effectively with customers, Sales, Pricing, Procurement, Operations, Documentation, and Accounts Teams.
• Strong follow-up, organizational, and time-management skills.
• Ability to work under pressure and meet time-sensitive deadlines.
• Attention to detail and accuracy in documentation and reporting.
• Proficiency in MS Office, email communication, and logistics software.
• Prior experience in freight forwarding, logistics, or supply chain customer service will be an advantage.
• Relevant educational qualifications in Logistics, Supply Chain Management, Business Administration, or a related field are preferred. Key Performance Indicators (KPIs)
• Timely submission of freight quotations within 3–4 hours.
• Accuracy and completeness of customer inquiries and quotation records.
• Effective customer follow-up and quotation conversion support.
• Timely booking coordination and shipment updates.
• Customer satisfaction and service quality.
• Compliance with BL release approval procedures.
• Timely submission of daily EOD enquiry reports.
• Effective follow-up on outstanding customer payments. Ideal Candidate ProfileWe are looking for a dedicated, proactive, and customer-oriented professional with a strong sense of responsibility, excellent communication skills, and the ability to manage multiple ocean export inquiries and shipments efficiently. The candidate should demonstrate ownership, discipline, accuracy, and a commitment to delivering excellent customer service while working collaboratively with internal teams.

📌 Customer Service – Ocean Exports (Navi Mumbai)
🏢 Manorama Supply Chain Solutions OPC
📍 Navi Mumbai