Fresher - Customer Service And Operations

Relevant Training Would be Provided to Selected Candidates

Role Objective: Manage customer communication and coordinate Air and Sea import shipments from booking through customs clearance, delivery and billing.

• Act as the primary contact for customers and provide timely updates on shipment progress, schedules, clearance and delivery.
• Coordinate with overseas agents, shipping lines, airlines, co-loaders and internal teams for bookings, cargo movement and arrival arrangements.
• Collect and verify import documents, including commercial invoices, packing lists, bills of lading and air waybills, and coordinate necessary corrections.
• Liaise with the CHA/customs clearance team for Bill of Entry filing, assessment, duty payment, examination and cargo release.
• Obtain required documents, declarations and clarifications from customers to support timely customs clearance.
• Arrange delivery orders and follow up on payments, document surrender and cargo release formalities.
• Monitor container free time, delivery order validity and storage deadlines; alert customers to potential detention, demurrage and storage charges.
• Coordinate transportation, cargo pickup, delivery, proof of delivery and timely empty container return.
• Handle customer enquiries, complaints, shipment delays and cargo discrepancies, escalating issues when necessary.
• Verify vendor charges against approved quotations and coordinate customer invoicing and payment follow-up with accounts.
• Maintain accurate shipment records, trackers and status reports, and ensure proper shipment file closure.
• Work closely with sales, operations, customs clearance and accounts to meet customer commitments and improve service quality.

Key Performance Indicators: Timely updates, documentation accuracy, efficient shipment coordination, timely billing, complaint resolution and control of avoidable charges.