Executive - Customer Service

Role Overview The Executive – Customer Service will be responsible for managing end-to-end coordination of import and export shipments (Air & Sea), ensuring seamless communication between customers, shipping lines, airlines, transporters, and internal departments. The role requires strong operational knowledge, documentation accuracy, and proactive customer engagement to ensure timely shipment execution and job closure. Key Responsibilities 1. Customer Communication & Coordination Act as the primary point of contact for shippers and consignees. Provide freight rate quotations (Air & Sea – Imports & Exports). Share shipment status updates and resolve customer queries. Maintain strong relationships with customers to ensure service excellence. 2. Shipping Line & Airline Coordination Coordinate with shipping lines and airlines for rate procurement and booking confirmations. Place bookings and ensure timely execution of shipments. Exchange draft BLs, obtain customer approval, and coordinate for final BL release. Follow up for shipment schedules, cut-offs, and documentation deadlines. 3. Documentation & Compliance Filing of VGM (Verified Gross Mass). Handling ODEX processing. Filing of Form 13 and other required statutory documents. Ensure accuracy in shipping documents (BL, Invoice, Packing List, etc.). Maintain proper shipment records and documentation. 4. Transport & Execution Coordination Coordinate with transporters for vehicle placement. Share shipment and movement details with relevant stakeholders. Ensure smooth cargo movement and timely dispatch. 5. Financial Coordination & Job Closure Arrange payment to shipping lines upon invoice receipt. Raise Fund Request (FR) for payments. Share payment confirmations post transaction. Close job files upon receipt of final invoices. Handover completed job files to Accounts with buying & selling rates for billing. Required Skills & Competencies Strong knowledge of Air & Sea Import & Export processes. Understanding of Incoterms and international trade documentation. Knowledge of BL procedures, VGM filing, ODEX, and Form 13. Good coordination and communication skills. Ability to manage multiple shipments simultaneously. Customer-focused mindset with attention to detail. Preferred Experience 2–5 years of experience in Freight Forwarding / Logistics (Customer Service role). Experience in handling end-to-end shipment coordination.