Customer Service Executive

Job Description

Job Title: Import Customer Service Executive (Air & Sea) Department: Customer Service / Import Operations Location: Andheri, Marol Reports To: Director's Job Summary: The Import Customer Service Executive is responsible for handling all customer service activities related to import shipments via air and sea. This role involves coordinating with internal and external stakeholders to ensure smooth operations, timely delivery, and excellent customer satisfaction. Key Responsibilities: Import Operations & Coordination: • Manage and process import shipments (air and sea) efficiently. • Coordinate with shipping lines, airlines, Overseas Agents, customers for smooth transportation. • Ensure compliance with all import regulations and documentation requirements. • Monitor shipment status and update customers on progress, delays, and delivery schedules. • Handle pre-alerts, arrival notices, and documentation verification. Customer Service & Relationship Management: • Serve as the primary point of contact for import customers, addressing inquiries and Quoting. • Provide accurate and timely information regarding shipment tracking and estimated delivery times. • Ensure customer expectations are met and exceeded in terms of service levels and response time. • Maintain strong relationships with clients and handle any escalations professionally. Documentation & Compliance: • Verify and process import documents, including Bill of Lading, Airway Bills, invoices, packing lists, and certificates of origin. • Ensure proper filing and record-keeping for compliance with regulatory authorities. • Work closely with customs brokers to facilitate smooth customs clearance. • Stay updated with the latest import/export regulations and company policies. Coordination with Internal Departments: • Liaise with the sales, Operations, and finance teams to ensure seamless operations. • Assist in resolving discrepancies related to shipments, invoices, and claims. • Collaborate with Sales and teams for improved workflow. Problem-Solving & Continuous Improvement: • Identify and troubleshoot issues related to import shipments. • Suggest process improvements to enhance operational efficiency and reduce costs. • Handle claims and disputes related to lost or damaged shipments. Key Requirements: Education & Experience: • Bachelor's degree in Logistics, Supply Chain, Business Administration, or a related field. • 1-2 years of experience in import Customer Services, freight forwarding, or customer service in the logistics industry. • Experience with both air and sea imports is a must. Skills & Competencies: • Strong knowledge of international trade regulations, import documentation, and customs clearance procedures. • Excellent communication and customer service skills. • Proficiency in Microsoft Office (Excel, Word, Outlook) and experience with logistics software. • Strong problem-solving and negotiation abilities. • Ability to multitask, prioritize, and work in a fast-paced environment. • Attention to detail and accuracy in documentation. Key Performance Indicators (KPIs): • Timely response to customer inquiries and complaints. • Accuracy in documentation and customs compliance. • On-time delivery performance. • Customer satisfaction and retention. • Reduction in operational errors and costs. Additional Information: • This role may require occasional overtime or weekend support based on shipment schedules. • Must be able to work collaboratively with a diverse range of stakeholders. How to Apply: Interested candidates can send their resumes to hr@ifsipl.com . or WhatsApp on 8655651782 .