We are looking for a Senior Customer Support Executive – Ocean Freight to manage customer communication and coordinate ocean import/export shipments from booking through final delivery. The candidate will act as the key point of contact between customers, shipping lines, overseas agents, internal operations teams, transporters, and other stakeholders.
Key Responsibilities
- Handle customer inquiries related to ocean freight shipments, bookings, schedules, rates, and shipment status.
- Coordinate with shipping lines, overseas agents, customers, transporters, and internal operations teams.
- Provide regular shipment tracking and status updates to customers.
- Follow up on booking confirmations, vessel schedules, container availability, cut-off dates, ETD, ETA, and transshipment details.
- Coordinate documentation such as Shipping Instructions (SI), Bill of Lading (B/L), Arrival Notice, Delivery Order (DO), and commercial documents.
- Monitor shipment milestones and ensure timely communication of delays, rollovers, vessel changes, and other exceptions.
- Handle customer complaints and resolve operational issues professionally and within agreed timelines.
- Coordinate with the documentation, operations, customs, billing, and transport teams for smooth shipment execution.
- Maintain accurate shipment records and update internal systems/ERP/TMS regularly.
- Prepare and share shipment reports, MIS, and customer-specific reports when required.
- Follow up on pending documents, approvals, payments, and delivery requirements.
- Ensure compliance with company procedures and customer-specific SOPs.
- Maintain strong relationships with existing customers and ensure high levels of customer satisfaction.
- Escalate critical operational issues to the appropriate manager promptly.
Preferred Knowledge
- Ocean Import & Export
- FCL / LCL shipments
- Shipping Lines and NVOCC operations
- Booking and container coordination
- BL / SI documentation
- Vessel schedules and cut-off management
- Customs clearance coordination
- Shipment tracking
- Freight forwarding ERP/TMS systems
- Incoterms and basic international trade procedures
Contact HR team
9600120611
Pay: ₹35,000.00 - ₹40,000.00 per month
Benefits:
Work Location: In person
