CUSTOMER SUPPORT - Freight Forwarding-HYD

Customer Service Executive / Senior Executives are supposed to ensure resolution and response in a timely and accurate manner. The aim is to provide excellent customer services and setting the expectations. A customer service senior executive has the main duty of answering the customer s / overseas agents / carriers et... enquiries using the standard guidelines. General:

He or she has to take ownership of complaint and queries of the customers and proactively following through to resolution. It will be the responsibility to make sure that all customers queries are well-investigated and resolved. He or she has to escalate queries to supervisor if appropriate. He or she has to assist the management and Team Manager with any assigned special projects and in specific task. It will be the responsibility to maintain working cognition of each customer service process for various market segments. He or she has to work for the staff as well such as developing and mentoring new staff to satisfy customer service requirements. To maintain working relationship with external and internal customers, colleagues, and customer service management. Identifying and escalating recurring problems to the Manager.

Operations: Co-Ordination with overseas agents for SO/ draft documents/ pre-alerts / DNs, etc . Scrutinizing of documents, revert in case of discrepancies Instruction sheet to be filled and pass instructions to Users for preparing required documents (mentioning Scope: CFS Nominations, manifestations, Billing, Transport, Loading and Un Loading)INSTRUCTION_SHEET.docx Coordinate internally and externally for DO collection, other carrier/FF/shippinglines/agents related jobs and ensure shipment liner invoices/payemnts and its Delivery Order within time on ODEX/by mail Provide timely updates on their shipment to Client with a cc: Team Leader / reporting manager Coordinate with various departments (Internally) for deviations, if any, in the process; resolve it or escalate Daily review of pending activities with OPS In-Charge/concern team and seek solutions Ensure to close the activities within TAT to avoid escalations & dis-satisfaction of client. Ensure all completed transactions jobs / files are submitted to Invoice Desk for billing and submitted to client within the stipulated time. Candidate should be from Freight Forwarding industry having relevant experience in Sea freight operations.

He/she should have handled corresponding to customers and agents, getting rates/schedules, documents, updates, tracking etc.

He/she should have good communication skills and working knowledge in English. Should have handled Sea imports & Air imports, maintain DSRs as well.