Senior Customer Care Executive

Job Description – Sr. Customer Service Executive

Prakash Air Freight India Pvt. Ltd.

Position Overview

The Customer Service Executive – Domestic Cargo will be responsible for managing customer coordination, shipment processing, cargo tracking, and ensuring smooth and timely transportation of domestic consignments through road/air cargo services. The role requires good communication skills, operational coordination, and the ability to handle customer queries efficiently while maintaining high service standards.

Key Responsibilities

Handle customer inquiries related to domestic cargo bookings, dispatches, deliveries, and shipment status.

• Coordinate with Cargo companies, transporters, warehouse teams, and branch offices to ensure smooth cargo movement.
• Monitor and track shipments regularly and provide timely updates to customers.
• Resolve customer complaints related to delays, shortages, damages, pickup or service issues in a professional manner.
• Coordinate pickup and delivery schedules to ensure timely execution of shipments.
• Ensure compliance with company policies.
• Maintain accurate records of shipments, customer interactions, and operational activities.
• Prepare and update MIS reports, shipment status reports, and operational data.
• Follow up on pending deliveries and support payment collection activities when required.
• Use ERP and operational software efficiently for shipment processing and tracking.

Required Skills & Competencies

• Excellent communication and customer relationship management skills.
• Good knowledge of domestic road/air cargo and logistics operations.
• Proficiency in MS Office, especially MS Excel, Email, and cargo management software.
• Strong coordination and multitasking abilities.
• Problem-solving mindset with effective follow-up skills.
• Ability to work under pressure and manage time efficiently.
• Attention to detail and commitment to service quality.

Educational Qualification

• Graduate in any discipline (preferred).
• Diploma or certification in Logistics, Supply Chain Management, or Air Cargo Operations will be an added advantage.

Experience

• Minimum 4+ years of experience in Customer Service. Experience in Logistics, Courier, or Air Cargo industry preferred.

Working Environment

• Office-based role involving regular coordination with airlines, cargo companies, transporters, warehouse teams, and branch offices.
• May require handling urgent operational situations and extended coordination during peak shipment periods.

Reporting To

• Customer Service Manager

Career Growth Opportunities

• Key Account Manager
• Customer Service Manager
• Branch Operations Manager