Customer Care Executive (Freight Forwarding)

Job Title: Customer Care Executive (Freight Forwarding)

Location: Pune 

Reports to: Operations Manager / Customer Service Lead

Industry: Logistics & Supply Chain (Freight Forwarding)

Job Purpose

To act as the primary interface between customers, sales, and operations. You will ensure the seamless execution of shipments (Air and Sea, Import/Export) while providing proactive updates and resolving operational bottlenecks to maintain high client satisfaction.

Key Responsibilities

Shipment Lifecycle Management: Monitor shipments from booking to final delivery, ensuring all milestones are met and recorded in the system.

Customer Communication: Provide proactive Daily Status Reports (DSR) to clients via email and phone regarding vessel schedules, flight details, and cargo status.

Coordination: Liaise with shipping lines, airlines, transporters, and overseas agents for timely cargo movement and space booking.

Documentation: Assist in the preparation and verification of essential documents (e.g., Bill of Lading, Airway Bill, Invoice, Packing List, and Customs clearance paperwork).

Pricing & Quotations: Coordinate with the pricing team to provide freight rates to existing clients and follow up on quotes to secure business.

Issue Resolution: Manage customer complaints, delays, or shipment discrepancies (damages/shortages) by coordinating with the operations and claims departments.

Invoicing & Recovery: Ensure timely issuance of invoices and coordinate with the accounts team to ensure prompt payment collection from clients.

Required Skills & Qualifications

Experience: 2–5 years of experience in a customer service or operations role within a Freight Forwarding company.

Industry Knowledge: Solid understanding of Incoterms, Sea/Air freight operations, and basic Customs procedures (Import/Export).

Communication: Strong verbal and written communication skills (English and local language) for professional client interaction.

Technical Skills: Proficiency in MS Excel (for reporting) and experience with logistics ERP software (like CargoWise or local TMS).

Soft Skills: Ability to work under pressure, multitask, and maintain a high level of accuracy in a fast-paced environment.

Preferred Attributes

Previous experience specifically in Sea Import or Air Freight desk management.

Knowledge of Mumbai/Pune logistics corridors or specific experience with Uniworld's focus areas like Pharma or Automotive logistics.

Key Performance Indicators (KPIs)

Response Time: Resolving client queries within a defined turnaround time (TAT).

DSR Accuracy: 100% accuracy in daily reporting sent to clients.

Customer Retention: Maintaining positive feedback and repeat business from assigned accounts.

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