Job Location:
Uniworld Logitics,
#3H & 4H Rushabh Chambers, off Makwana Road, Marol Andheri East Mumbai 400059, India
Manager – Customer Service
Department: Customer Service
Industry: Freight Forwarding / Logistics
Experience: 8+ Years in Freight Forwarding / Logistics
Job Summary
The Manager – Customer Service will be responsible for managing end-to-end customer service activities for Air and Ocean Freight shipments across both Import and Export operations. The role involves managing key customer relationships, ensuring timely shipment coordination, handling escalations, monitoring service quality, and coordinating with internal teams, overseas agents, vendors, and customers.
The role requires strong knowledge of international freight forwarding processes, excellent communication and problem-solving skills, and the ability to manage multiple customer accounts and shipments simultaneously.
Key Responsibilities
1. Customer Relationship Management
- Act as the primary point of contact for customers for all Air and Ocean Freight Import and Export shipments.
- Build and maintain strong, long-term relationships with key customers.
- Understand customer requirements and ensure timely and effective service delivery.
- Respond promptly to customer queries related to shipment status, documentation, schedules, freight charges, and delivery timelines.
- Provide regular and proactive shipment updates to customers.
- Conduct periodic customer reviews and identify opportunities to improve service quality and customer satisfaction.
2. End-to-End Shipment Coordination
- Oversee and coordinate the complete shipment lifecycle for Air and Ocean Freight Import and Export shipments.
- Coordinate with Operations, Documentation, Pricing, Sales, Customs, Transporters, Warehouses, and overseas agents.
- Monitor shipment movement from origin to destination and ensure timely execution.
- Coordinate cargo pickup, delivery, and transportation requirements.
- Ensure shipments are handled as per customer instructions and agreed service levels.
3. Documentation Management
- Oversee the preparation and verification of shipment-related documents, including:
- Commercial Invoice
- Packing List
- Bill of Lading (B/L)
- Air Waybill (AWB)
- Shipping Bill
- Bill of Entry
- Delivery Order
- Other relevant import/export documentation
- Ensure all documentation is accurate, complete, and submitted within the required timelines.
- Coordinate with internal teams, customers, customs brokers, and overseas agents to resolve documentation discrepancies.
4. Booking & Shipment Planning
- Coordinate with the Pricing and Operations teams for Air and Ocean Freight bookings.
- Coordinate with the Mumbai pricing/operations team and other relevant locations for Air and Ocean Export shipments, as required.
- Plan shipments based on customer requirements, cargo readiness, vessel schedules, flight schedules, and delivery commitments.
- Follow up for space confirmation, equipment availability, and booking confirmations.
- Ensure timely communication of booking and schedule details to customers.
5. Import & Export Operations Coordination
- Manage customer service activities for both Import and Export shipments across Air and Ocean Freight.
- Coordinate with overseas agents, shipping lines, airlines, customs brokers, transporters, and other service providers.
- Monitor shipment milestones and ensure customers receive timely updates.
- Ensure smooth coordination between origin and destination teams.
- Track and resolve operational bottlenecks that may impact customer commitments.
6. Issue Resolution & Escalation Management
- Proactively identify potential shipment delays and service issues.
- Handle customer escalations related to:
- Shipment delays
- Documentation errors
- Customs clearance issues
- Space or equipment shortages
- Missing or damaged cargo
- Delivery delays
- Billing discrepancies
- Coordinate with relevant internal and external stakeholders to resolve issues promptly.
- Communicate clear solutions and recovery plans to customers.
- Escalate critical issues to senior management when required.
7. Vendor & Service Provider Coordination
- Coordinate and maintain effective working relationships with:
- Customs Brokers / CHA
- Transporters
- Warehouses / CFS
- Shipping Lines
- Airlines
- Overseas Agents
- Other logistics service providers
- Ensure vendors and service providers meet agreed service standards and timelines.
- Follow up on operational requirements and resolve service-related issues.
8. Billing, Costing & Profitability Support
- Review and verify freight charges and applicable local charges.
- Ensure billing is aligned with approved quotations and agreed customer rates.
- Coordinate with the Accounts and Billing teams for timely invoice generation.
- Identify billing discrepancies and ensure timely resolution.
- Monitor shipment profitability and ensure services are delivered within the approved commercial terms.
- Support the team in identifying revenue leakage and improving profitability.
9. Team Management & Performance Monitoring
- Lead, guide, and manage the Customer Service team handling Air and Ocean Freight Import and Export shipments.
- Allocate customer accounts and responsibilities effectively among team members.
- Monitor team performance, productivity, and service quality.
- Conduct regular team reviews and provide coaching and feedback.
- Ensure timely closure of customer queries and escalations.
- Develop and implement standard operating procedures to improve customer service efficiency.
10. Service Quality & Customer Satisfaction
- Ensure high standards of customer service across all Air and Ocean Import and Export shipments.
- Monitor customer satisfaction and identify areas for service improvement.
- Establish and monitor service level standards and turnaround times.
- Work closely with Sales and Operations teams to improve customer retention.
- Support the Sales team in strengthening existing customer relationships and identifying additional business opportunities.
- Maintain a customer-focused approach across all interactions.
11. MIS & Reporting
- Prepare and review regular reports related to:
- Shipment status
- Customer complaints and escalations
- Service performance
- Shipment volumes
- Delivery performance
- Pending documentation
- Billing status
- Analyse customer service performance and recommend corrective actions where required.
- Maintain accurate records of customer interactions, complaints, and resolutions.
Skills & Competencies
- Strong knowledge of Air and Ocean Freight Forwarding operations.
- Good understanding of Import and Export processes.
- Strong customer relationship management skills.
- Excellent verbal and written communication skills.
- Good knowledge of shipping and freight forwarding documentation.
- Basic to strong understanding of customs clearance processes.
- Strong coordination and negotiation skills.
- Excellent problem-solving and escalation management abilities.
- Ability to manage multiple shipments and customer accounts simultaneously.
- Strong leadership and team management skills.
- Good knowledge of MS Excel and reporting.
- Ability to work under pressure and meet tight deadlines.
- Customer-focused and commercially aware approach.
Experience & Qualification
- Graduate in any discipline; qualification in Logistics, Supply Chain Management, or a related field will be preferred.
- 8+ years of relevant experience in Customer Service within the Freight Forwarding / Logistics industry.
- Experience in handling Air and Ocean Freight – Import and Export is mandatory.
- Prior experience managing customer service teams and key customer accounts will be preferred.
Key Objective
The Manager – Customer Service will be responsible for ensuring seamless end-to-end customer service for Air and Ocean Freight Import and Export shipments, maintaining strong customer relationships, managing service escalations, leading the customer service team, and ensuring high standards of operational excellence and customer satisfaction.
Pay: ₹25,290.85 - ₹75,005.49 per month
Benefits:
- Cell phone reimbursement
- Health insurance
- Internet reimbursement
- Life insurance
- Paid sick time
- Paid time off
- Provident Fund
Application Question(s):
- Please mention whether you have experience in Air Freight, Ocean Freight, Import Operations, Export Operations, or a combination of these with a minimum of 300 characters or a small explanation aboout your experience into the Freight Forwarding
- Total years of Experience into the Customer Service
- Current CTC
- Expected CTC
- Notice Period
- Are you comfortable with Marol, Andheri East of Mumbai Location?
Experience:
- Freight forwarding Customer Service: 6 years (Required)
- Air and Ocean with Exports and Imports: 5 years (Required)
Work Location: In person
