Customer Service Assistant
We are searching for an experienced Customer Service Assistant at our Mumbai facility.
Primary Duties and Responsibilities
MNC Forwarder Coordination & Rate Management Support
Key Responsibilities
Act as assistance - point of coordination for MNC forwarders across India, as well as Pakistan, Bangladesh, and Sri Lanka, handling communications, rate requests, queries, and operational issues.
Coordinate with GVA and Trade Managers to obtain approved monthly FAK (Freight All Kinds) and NAC (Named Account Contract) rates, along with free-time approvals, before filing for India, Pakistan, Bangladesh, and Sri Lanka.
Ensure all rates and contracts have the necessary approvals, validity, and supporting documentation prior to filing.
Ensure timely filing of all rates to minimize discrepancies arising from effective-date variations and rate applicability issues.
Distribute and communicate monthly FAK rates and any subsequent revisions to customers, all India offices, and destination offices.
Manage and respond promptly to all customer inquiries, concerns, and communications, ensuring effective service support on an all-India basis.
Liaise with branch offices and Customer Service teams to maintain seamless service levels for MNC forwarders and proactively resolve operational issues to prevent delays.
Monitor and review monthly cargo support and business performance of MNC customers across India.
Track instances of reduced or insufficient cargo support against Spot, FAK, and Named Account rates filed on a monthly or long-term basis and follow up with the respective MNC customers to improve support levels.
Key Deliverables
Timely and accurate filing of approved rates and contracts.
Effective customer relationship management for MNC forwarders.
Coordination between trade, commercial, and operational teams.
Monitoring of cargo support commitments and business performance.
Resolution of customer issues while maintaining service excellence and minimizing delays.
Core Competencies
Stakeholder Management
Rate & Contract Administration
Customer Service Excellence
Commercial Coordination
Cross-functional Collaboration
Problem Solving & Issue Resolution
Data Monitoring & Performance Tracking
Communication & Relationship Management
Required Qualifications
MINIMUM.Graduate
Mediterranean Shipping Company (MSC), headquartered in Geneva, Switzerland, is a global leader in transportation and logistics, privately owned and founded in 1970 by Gianluigi Aponte. As one of the world’s leading container shipping lines, MSC has 675 offices across 155 countries worldwide, with the MSC Group employing over 200,000 people. The company has evolved from a one vessel operation into a globally respected business with a fleet of 800 vessels that provides timely delivery of goods and services to customers of all industries and sizes. With access to an integrated network of road, rail, air, and sea transport resources which stretches across the globe, the company prides itself on delivering global service with local knowledge. MSC’s shipping line sails on 300 trade routes and calls at 520 ports, carrying some 22.5 million TEU (twenty-foot equivalent units) annually.
MSC Mediterranean Shipping Company
Mediterranean Shipping Company (MSC) is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of race, gender, sexual orientation, gender identity, disability or veteran status.
