Job Description – Assistant Manager (Customer Service – Exports)
Position: Assistant Manager (AM)
Department: Export – Customer Service
Location: Delhi
Experience: 4–7 Years
Employment Type: Full-Time
Job Summary
We are seeking a proactive and customer-focused Assistant Manager – (Exports) to oversee end-to-end export customer service operations. The ideal candidate will ensure seamless coordination between customers, shipping lines, freight forwarders, internal departments, and overseas agents while maintaining high service standards and compliance with export regulations.
Key Responsibilities
- Manage complete export customer service operations from booking to final shipment delivery.
- Coordinate with customers, freight forwarders, shipping lines, CHA, transporters, and overseas agents.
- Ensure timely preparation and verification of export documentation, including Commercial Invoice, Packing List, Shipping Bill, Bill of Lading, Certificate of Origin, and other export-related documents.
- Monitor shipment schedules and provide proactive shipment updates to customers.
- Handle customer inquiries, complaints, and escalations to ensure high customer satisfaction.
- Coordinate with Sales, Operations, Warehouse, and Finance teams for smooth execution of export shipments.
- Ensure compliance with DGFT, Customs, and international trade regulations.
- Track KPIs such as shipment turnaround time, documentation accuracy, and customer satisfaction.
- Prepare daily, weekly, and monthly operational reports.
- Build and maintain strong relationships with customers and logistics partners.
- Identify process improvement opportunities to enhance operational efficiency.
- Support and guide junior customer service executives when required.
Required Qualifications
- Bachelor's degree in Commerce, Business Administration, Logistics, Supply Chain, or a related field.
- 4–7 years of experience in Export Customer Service, Freight Forwarding, Logistics, or International Trade.
- Strong knowledge of export documentation and shipping procedures.
- Good understanding of INCOTERMS, customs regulations, and international logistics.
- Proficiency in MS Office (Excel, Word, Outlook) and ERP/TMS systems.
- Excellent communication, coordination, and problem-solving skills.
Preferred Skills
- Strong customer relationship management skills.
- Ability to manage multiple shipments simultaneously.
- Excellent organizational and time-management abilities.
- Leadership and team coordination skills.
- Attention to detail with high accuracy in documentation.
Key Performance Indicators (KPIs)
- On-time shipment execution.
- Documentation accuracy.
- Customer satisfaction (CSAT).
- Resolution of customer queries within defined timelines.
- Compliance with export and customs regulations.
- Operational efficiency and process improvement initiatives
Pay: ₹45,000.00 - ₹51,000.00 per month
Benefits:
Work Location: In person
