Job Description

*Job Title: Customer Service Representative – Freight Forwarding**

*Department:** Operations / Customer Service
*Location:** Mulund
*Employment Type:** Full\-Time

*Job Summary:**

The **Customer Service Representative – Freight Forwarding** plays a critical role in overseeing and managing customer accounts while ensuring the seamless coordination of international and domestic freight shipments. This senior\-level position requires extensive industry knowledge, proactive problem\-solving skills, and the ability to mentor junior staff. The role involves close collaboration with clients, carriers, customs agents, and internal teams to deliver high\-quality logistics solutions and ensure customer satisfaction.

*Key Responsibilities:**

Act as the primary point of contact for key accounts and high\-value customers, managing end\-to\-end shipment processes (air, ocean, and/or ground).
Lead customer communication efforts, ensuring timely updates on shipment status, documentation requirements, and issue resolution.
Handle escalated service issues with professionalism and urgency, providing effective solutions and root cause analysis.
Coordinate with operations, customs brokers, and carriers to ensure timely movement of cargo and compliance with all applicable regulations.
Review and ensure accuracy of shipping documentation including bills of lading, commercial invoices, and customs declarations.
Provide quotes, schedule shipments, and monitor cargo movement using freight management systems.
Train and mentor junior customer service representatives, offering guidance and support as needed.
Analyze customer feedback and service data to identify trends and recommend process improvements.
Maintain accurate records in Transportation Management Systems (TMS) and ensure customer requirements are met consistently.
Build strong, long\-term relationships with clients to promote loyalty and account growth.

*Qualifications:**

**Education:** Graduate or Associate’s or Bachelor’s degree in Logistics, International Trade, Business, or a related field preferred.
**Experience:** Minimum of 1 to 2 years in freight forwarding, logistics, or supply chain with a focus on customer service.
**Skills \& Competencies:**
Strong understanding of international logistics and Incoterms
Proficient in handling both import and export procedures
Excellent communication and interpersonal skills
Advanced knowledge of freight management systems.
Strong problem\-solving and decision\-making abilities
Detail\-oriented with strong organizational and time management skills
Ability to manage multiple tasks under tight deadlines