About the Role
We are a Mumbai-based international freight forwarding company handling air and sea freight for importers and exporters across India. We are looking for a proactive and well-organized Customer Service Executive to manage the end-to-end operations of import and export shipments — coordinating across CHAs, co-loaders, overseas agents, network offices, local transporters, and customers to ensure smooth, on-time delivery and outstanding customer experience.
Key Responsibilities
Import Operations
- Receive Pre-Arrival Notifications (PANs) and shipment documents from overseas agents and network offices; verify completeness before arrival
- Coordinate with the CHA for timely filing of Bill of Entry and clearance of import consignments at port / airport
- Track vessel / flight arrivals and follow up with shipping lines or airlines on Arrival Notices and Do (Delivery Order) releases
- Liaise with co-loaders for LCL consignments — coordinate de-stuffing schedules, cargo availability, and freight release
- Arrange last-mile delivery by coordinating with local transporters; track vehicles and confirm POD (Proof of Delivery) with customers
- Handle detention and demurrage monitoring; alert customers proactively and take timely action to avoid excess charges
- Maintain import job files — update all milestones, documents, and costs in the system accurately
Export Operations
- Receive export booking requests from customers; arrange space with shipping lines, airlines, or co-loaders based on routing and rates
- Coordinate with CHA for Shipping Bill filing, factory stuffing or CFS/ICD stuffing, and customs examination if required
- Issue cargo booking confirmations and advise customers on cut-off dates for documentation and cargo delivery
- Prepare and send shipping instructions to overseas agents and network offices; share pre-alerts with all relevant parties post shipment
- Follow up for BL / AWB issuance; check draft documents and get customer approval before release
- Coordinate with co-loaders for LCL export consolidations; track cargo receipt at CFS and stuffing completion
- Ensure timely submission of export documents and coordinate with accounts for freight invoice preparation
Customer Coordination
- Serve as the primary point of contact for assigned customers — provide proactive shipment status updates throughout the cargo lifecycle
- Handle customer queries on rates, transit times, routing, documentation, and delays with accuracy and professionalism
- Manage customer expectations on delays, exceptions, or changes in shipment plans; escalate to Branch Head when required
- Build and maintain strong working relationships with key customers to support retention and repeat business
Overseas Agent & Network Office Coordination
- Send and receive shipment pre-alerts, job instructions, and status updates with overseas network offices and agents
- Follow up with destination / origin agents on cargo status, delivery confirmations, and exception handling
- Resolve discrepancies in freight invoices received from network agents; coordinate with accounts for timely settlement
- Ensure all network SLA timelines for documentation and status updates are met consistently
Vendor & Transporter Management
- Coordinate with empanelled local transporters for pick-up and delivery of cargo; ensure vehicles are allocated on time
- Follow up on vehicle placement, loading, and POD collection; update the system with delivery confirmation
- Report transporter performance issues to Branch Head for vendor review
Documentation & Compliance
- Maintain accurate job files for both import and export shipments — BL/AWB copies, invoices, packing lists, certificates of origin, Shipping Bills, Bill of Entry, etc.
- Ensure KYC and compliance documents are collected from new customers before shipment execution
- Coordinate with CHA to ensure all regulatory filings (Shipping Bill, BE, IGST refund support) are completed on time
- Provide shipment data and job summaries to accounts team for invoice preparation and cost booking
Required Skills & Experience
- 2–3 years of hands-on experience in freight forwarding operations covering both imports and exports
- Working knowledge of the end-to-end import cycle — from PAN to DO release, CHA coordination, and final delivery
- Working knowledge of the end-to-end export cycle — from booking to pre-alert and BL/AWB issuance
- Experience coordinating with CHAs, co-loaders (LCL), shipping lines, airlines, and local transporters
- Familiarity with key shipping documents — BL, AWB, Shipping Bill, Bill of Entry, Packing List, Commercial Invoice, COO
- Good spoken and written communication skills in English, Marathi, Hindi and Gujarati (if knows well but not compulsion) — able to correspond professionally with customers and overseas agents
- Ability to manage multiple open jobs simultaneously without missing deadlines or updates
- Basic proficiency in MS Excel and MS Outlook for job tracking and customer communication
Preferred / Good to Have
- Prior experience in a freight forwarding company handling both air freight and sea freight (FCL & LCL)
- Exposure to any freight forwarding ERP or TMS — CargoWise, Linker, Shipsy, Freightify, or similar
- Knowledge of INCOTERMS and their operational implications (EXW, FOB, CIF, DAP, etc.)
- Awareness of free time, detention, and demurrage policies of major shipping lines
- Understanding of basic customs procedures — Shipping Bill types, BE amendment, IGST exemption on exports
- Experience working with a freight network such as WCA, Conqueror, Globalia, or similar
What We Offer
- Direct exposure to a wide variety of import and export trade lanes across air and sea
- A fast-paced, learning-rich environment with close mentorship from the Branch Head
- Opportunity to take on greater responsibility as the business scales
- A collaborative team culture with a focus on ownership and customer service excellence
Pay: ₹20,000.00 - ₹25,000.00 per month
Experience:
- Customer Service - Freight Forwrading: 4 years (Required)
Work Location: In person
