Sr. Executive – Customer Service & Sales Support

Key Responsibilities:

Customer Service

• Act as the primary point of contact for assigned customers for day-to-day service-related requirements.
• Handle customer enquiries, shipment status requests, documentation requirements and operational queries.
• Provide timely and accurate updates on shipment status, schedules, delays and other relevant information.
• Coordinate with Operations, Documentation, Accounts and overseas offices to resolve customer issues.
• Ensure customer complaints and escalations are addressed within the defined turnaround time.
• Maintain professional and effective communication with customers at all times.
• Monitor service levels and proactively communicate any potential delays or issues.

Sales Support

• Provide administrative and operational support to the Sales Team for existing and prospective customers.
• Assist the sales team with quotations, rate requests, customer enquiries and follow-ups.
• Coordinate with internal teams to obtain freight rates, schedules and other commercial information.
• Track quotations and enquiries and follow up with customers wherever required.
• Maintain records of customer enquiries, quotations, opportunities and business follow-ups.
• Support the Sales Team in preparing customer presentations, reports and business reviews.
• Identify potential business opportunities from existing customer interactions and share the same with the Sales Team.

Shipment & Operational Coordination

• Coordinate with Operations and Documentation teams to ensure smooth shipment execution.
• Follow up on booking confirmations, documentation, shipment milestones and delivery updates.
• Ensure customer-specific requirements are communicated to the concerned teams.
• Monitor pending activities and proactively follow up to avoid service failures.
• Coordinate with overseas agents/offices for shipment-related requirements and updates.

MIS & Reporting

• Prepare and maintain daily/weekly/monthly customer service and sales-support reports.
• Maintain accurate customer and shipment-related records in the company system/CRM.
• Track quotations, enquiries, conversions and pending customer requirements.
• Provide management with updates on key customer issues, pending matters and business opportunities.

Key Performance Indicators (KPIs)

• Timely response to customer enquiries and requests.
• Customer query/complaint resolution within defined TAT.
• Accuracy of quotations and customer communications.
• Follow-up and conversion of sales enquiries.
• Customer retention and service quality.
• Timely updating of CRM/system records.
• Reduction in service-related escalations.
• Effective coordination with Sales and Operations teams.
• Accuracy and timely submission of MIS reports.

Skills & Competencies

• Strong customer service and communication skills.
• Good understanding of freight forwarding and logistics processes.
• Good knowledge of Ocean/Air freight documentation and shipment processes.
• Strong follow-up and coordination skills.
• Ability to manage multiple customers and activities simultaneously.
• Good commercial awareness and attention to detail.
• Proficiency in MS Excel, Word and Outlook.
• Working knowledge of CRM/ERP systems.
• Strong problem-solving and interpersonal skills.
• Ability to work under pressure and meet deadlines.

Experience & Qualification

• Qualification: Graduate in any discipline; logistics/freight forwarding qualification preferred.
• Experience: 3–6 years of relevant experience in Customer Service, Sales Support or Freight Forwarding.
• Experience in an international freight forwarding/logistics company will be preferred.