Customer Service Representative

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 Respond to inbound customer and internal queries via email, chat, and phone within defined SLA timelines. 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) • Strong 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) • Comfort navigating web-based applications and databases • 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