Sr Executive Customer Service

Brisk Forwarding is seeking a proactive and customer-focused Senior Executive – Customer Service to manage end-to-end freight forwarding operations while ensuring exceptional service delivery to clients. The ideal candidate will have strong expertise in air and sea freight operations, shipping documentation, customs clearance procedures, and international trade practices. This role requires excellent communication, coordination, and problem-solving skills to ensure smooth shipment execution and maintain high levels of customer satisfaction.

Key Responsibilities

• Serve as the primary point of contact for customers regarding shipment status, inquiries, and service-related matters.
• Coordinate and manage end-to-end air freight and sea freight (FCL/LCL) shipments.
• Ensure timely preparation, verification, and processing of shipping and customs documentation.
• Coordinate with shipping lines, airlines, customs authorities, transport providers, overseas agents, and internal teams to ensure smooth shipment execution.
• Monitor shipment progress and proactively communicate updates, delays, and resolutions to customers.
• Ensure compliance with customs regulations, international shipping standards, and company policies.
• Apply appropriate Incoterms and international trade practices while handling shipments.
• Resolve operational issues and customer concerns promptly and professionally.
• Maintain accurate shipment records and update logistics systems with relevant information.
• Monitor shipment timelines and ensure timely delivery while maintaining service quality.
• Support continuous process improvement initiatives to enhance operational efficiency and customer satisfaction.
• Assist in mentoring and guiding junior customer service team members whenever required.
• Build and maintain strong relationships with clients, overseas agents, and business partners.

• Bachelor's degree in business administration, Logistics, Supply Chain Management, or a related field.
• Minimum 3 years of experience in freight forwarding, logistics, or customer service operations.
• Experience handling international freight shipments and customer coordination.

Required Knowledge & Skills

• Strong knowledge of Air Freight Operations.
• Sound understanding of Sea Freight (FCL/LCL) operations.
• Knowledge of customs clearance procedures and regulatory compliance.
• Proficiency in shipping documentation and international freight processes.
• Good understanding of Incoterms and international trade practices.
• Excellent customer communication, negotiation, and relationship management skills.
• Strong leadership and team coordination abilities.
• Excellent problem-solving and decision-making skills.
• Ability to manage multiple shipments simultaneously while meeting operational deadlines.
• High level of attention to detail and accuracy.
• Proficiency in MS Office applications, email communication, and logistics software.
• Self-motivated, responsible, accountable, and customer-oriented with a proactive approach to work.

Preferred Attributes

• Strong organizational and time management skills.
• Ability to work effectively under pressure in a fast-paced logistics environment.
• Professional attitude with a commitment to delivering exceptional customer service.
• Ability to collaborate effectively with internal teams and external stakeholders.