The Executive – Customer Service COC for managing customer service operations and supporting the sales team to ensure smooth cargo movement, accurate documentation, and strong customer relationships. The position requires close coordination with Trade, Vessel Operations, Documentation, Finance, Marketing, and other internal teams to deliver timely and reliable service to customers.
1. Customer Service Responsibilities
A. CRO Release & Booking Coordination:
- Issue and manage CROs, coordinate empty pick-up/gate-in, track container movements, monitor rollovers, ensure timely rate filing, and maintain all related records and system updates.
- Track rollovers, communicate reasons to customers, arrange next-available sailings, and update internal systems accordingly.
- Follow up with the Sales and Marketing team and with existing customers for new bookings to ensure space utilization.
- Closely coordinate with the sales team for timely booking issuance, maximum space utilization and smooth planning.
B. CBF Coordination (Trade/Vessel Operator):
- Coordinate with the Trade, Vessel Operator (VO), and Operations teams for space allocation, booking acceptance, vessel planning, and space utilisation.
- Ensure optimal space utilisation on each vessel by monitoring booking intake, adjusting allocations where required, and aligning with Trade/VO for final load planning.
C. Transshipment Coordination:
- Work with the transshipment team to ensure timely onward connections.
- Provide customers with regular updates on transshipment status, expected timelines, and any deviations or delays.
D. System Maintenance:
- Accurately update rate filings, vessel schedules, surcharges, and all required details in internal systems as per guidelines.
E. Customer Communication & Support:
- Manage customer queries related to booking acceptance, schedules, SI/VGM submission, BL drafts, rollovers, vessel delays, and post-shipment matters.
F. Cross-Department Coordination:
- Ensure seamless communication with Operations, Documentation, Finance, Marketing, and other internal team to support cargo movement, BL release, manifest finalization, planning, and cut-off compliance.
G. Schedule & Vessel Status Updates:
- Share weekly sailing schedules and keep customers informed of ETA/ETD changes, port omissions, berthing status, onboard report and transshipment connections.
H. BL, Documentation & Inventory Follow-up:
- Coordinate for inventory and equipment availability, ensure timely SI collection, verify accuracy, and support smooth timely BL release & smooth inventory management.
I. Reporting (Daily/Weekly/Monthly):
- Prepare and maintain load lists, booking status reports, MIS reports, pending transshipment reports, customer service KPIs, Management report, and other required dashboards accurately.
J. Customer Complaint Handling:
- Investigate and resolve issues related to invoicing, documentation discrepancies, cargo delays, container repair, and other operational exceptions by coordinating with relevant departments.
2. Sales Support Responsibilities
K. Customer Calls & Booking Follow-ups:
- Support the sales team by following up on inquiries, rate quotation, booking confirmations, approvals, and pending customer communication.
L. Managing New, Inactive & Potential Customers:
- Engage with customers to understand their requirements, revive inactive accounts, qualify potential leads, and contribute to business development.
M. Joint Customer Visits:
- Participate in joint sales visits for relationship-building, product knowledge, and customer understanding. Gradually take ownership of selected accounts.
N. Quotation & Rate Sheet Preparation:
- Assist in preparing quotations and rate sheets etc.
O. Market Intelligence:
- Collect and share competitor rate levels, service updates, transit time comparisons, and other market information with the sales/marketing team.
P. Sales Reporting & Documentation:
- Maintain customer visit logs, call reports, inquiry trackers, conversion reports, and monthly sales performance updates.
Q. Contribution to Sales Targets:
- Gradually take responsibility for designated customers and work toward achieving monthly/quarterly sales targets assigned by management.
Job Types: Full-time, Permanent
Pay: ₹20,000.00 - ₹25,000.00 per month
Benefits:
- Cell phone reimbursement
- Flexible schedule
- Health insurance
- Paid sick time
- Provident Fund
Ability to commute/relocate:
- Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Preferred)
Application Question(s):
- What is your current CTC?
- What is your expected CTC?
- what is your notice period?
Work Location: In person
