Customer Service Representative
dnA Consulting
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
- First Response Time (FRT) ≤ defined SLA
- Query Resolution Rate ≥ 90%
- Data Entry Accuracy ≥ 98%
- Customer Satisfaction (CSAT) score targets
- 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
Posted 17 Mar 2026 · Listing from OnJob.io. Create a free profile to apply and see your AI match score.
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