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Job Title: Customer Service Representative - Shipping Industry

Location: Thane

Job Type: Full-Time

Immediate Joiners Are Preferred.

Job Summary:

As a Customer Service Representative in the Shipping Industry, you will be the first point of contact for customers and clients seeking information or assistance with their shipments. Your primary responsibilities include responding to inquiries, providing support regarding shipping schedules, tracking, and documentation, and ensuring that customer needs are met effectively and efficiently.

Key Responsibilities:

• Customer Support: Respond to customer inquiries via phone, email, or in-person, providing timely and accurate information regarding shipping services, procedures, and policies.
• Shipment Tracking: Assist customers in tracking shipments, ensuring timely delivery, and resolving any delivery issues or delays.
• Documentation: Prepare and process shipping documentation, including bills of lading, customs forms, and invoices.
• Problem Resolution: Address and resolve customer complaints, concerns, and issues related to shipments, including delays, damaged goods, or incorrect deliveries.
• Collaboration: Work closely with internal departments such as logistics, operations, and sales teams to ensure smooth operations and timely deliveries.
• Billing and Payments: Assist with billing inquiries, help customers understand charges, and resolve any discrepancies in shipping invoices.
• Customs and Compliance Support: Provide basic guidance to customers about customs regulations, import/export documentation, and compliance requirements.
• Sales Support: Assist the sales team by providing quotes, managing customer accounts, and ensuring customer satisfaction throughout the shipping process.
• Customer Retention: Develop and maintain strong relationships with customers, ensuring repeat business and fostering loyalty.
• Monitoring and Reporting: Track customer feedback and service metrics, reporting on service quality and areas for improvement.

Qualifications:

• Education: High school diploma or equivalent (Bachelor's degree in a related field preferred).
• Experience: Previous customer service experience in the shipping, logistics, or transportation industry is highly desirable.
• Skills:
• Strong communication skills, both written and verbal.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Knowledge of shipping and logistics software (e.g., TMS, ERP systems).
• Strong problem-solving and conflict resolution abilities.
• Attention to detail and ability to handle multiple tasks efficiently.
• Language Skills: Ability to communicate effectively with customers in English (and additional languages can be a plus depending on the region).
• Customer-Focused: Ability to remain calm and courteous under pressure, providing outstanding service.

Preferred Experience:

• Experience in the shipping, freight forwarding, or logistics industries.
• Familiarity with international shipping regulations, tariffs, and customs requirements.

Working Conditions:

• Hours: Standard office hours, with some flexibility for shift work depending on shipping schedules.
• Environment: Office setting, with occasional interaction with shipping and warehouse operati

All candidates should demonstrate flexibility to work in any shifts.

Perks and benefits

Food Voucher

Internet and Phone Allowance

Free Transportation

Warm Regards,

Karthick Kumar

Human Resources

CMA CGM GBS India

SSC.KKumar2@cma-cgm.com