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.