Customer Service Executive

Company: Krissh Vish Logistics Pvt. Ltd. (KV Logistics)

Department: Customer Service / Operations

Designation: Customer Service Executive – Logistics

Location: Bangalore

Experience: 1–3 years in Freight Forwarding / Logistics / Shipping

Employment Type: Full-time

Reporting To: Customer Service Manager / Branch Manager

Job PurposeTo manage customer requirements and ensure smooth coordination of import and export shipments from booking confirmation through final delivery. The role requires close coordination with customers, airlines, shipping lines, overseas agents, CHA/customs teams, transporters and internal operations teams to ensure timely and accurate shipment execution.

Key Responsibilities1. Customer Coordination

• Act as the primary point of contact for assigned customers.
• Respond promptly to customer enquiries, shipment status requests and operational queries.
• Provide regular updates on shipment booking, pickup, departure, arrival, customs clearance and delivery.
• Understand customer requirements and coordinate internally to provide appropriate solutions.
• Maintain professional and positive relationships with customers.

2. Shipment Coordination

• Coordinate import and export shipments from booking to delivery.
• Obtain and verify shipment details including invoice, packing list, dimensions, weight, commodity and shipping instructions.
• Coordinate with airlines, shipping lines, co-loaders and overseas agents for space and shipment arrangements.
• Follow up on ETD, ETA, flight/vessel details, transshipment and delivery schedules.
• Ensure shipment milestones are updated accurately and on time.

3. Documentation

• Check commercial invoices, packing lists, AWB/HAWB, BL/HBL and other shipment documents.
• Coordinate with customers for missing or incorrect documents.
• Ensure documentation is completed within the required timelines.
• Coordinate with the customs/CHA team for clearance-related documentation.
• Follow up for AWB/BL drafts and ensure customer approval wherever required.

4. Import & Export Operations

• Coordinate with the operations team for pickup, customs clearance, transportation and final delivery.
• Follow up with CHA/customs teams for clearance status.
• Coordinate with transporters for pickup and delivery schedules.
• Monitor shipment delays, customs issues, airline/line changes and other operational exceptions.
• Escalate critical issues immediately to the reporting manager.

5. Shipment Tracking & Reporting

• Track shipments regularly and provide timely status updates to customers.
• Maintain shipment tracking reports and operational records.
• Monitor pending shipments and ensure timely follow-up until closure.
• Identify potential delays and proactively communicate them to customers and management.

6. Quotation & Commercial Coordination

• Coordinate with the sales/commercial team for customer quotations and rate requests.
• Obtain freight rates and service details from airlines, shipping lines and agents when required.
• Ensure customer requirements are communicated accurately before confirming shipments.
• Coordinate with the finance team regarding invoices, outstanding payments and documentation where required.

7. Problem Resolution

• Handle customer complaints and operational issues professionally.
• Coordinate with relevant teams to resolve shipment delays, documentation issues, customs problems, missed connections and delivery concerns.
• Take ownership of issues until a proper resolution is provided to the customer.
• Escalate high-value, urgent or critical shipments to management without delay.
• Key Skills RequiredGood knowledge of freight forwarding and logistics operations.
• Understanding of Air Freight and Ocean Freight processes.
• Basic knowledge of import/export documentation and customs procedures.
• Good email drafting and communication skills.
• Strong follow-up and coordination skills.
• Ability to handle multiple shipments simultaneously.
• Good knowledge of MS Excel, Word and Outlook.
• Ability to work under pressure and meet shipment deadlines.
• Strong attention to detail.
• Customer-focused approach with good problem-solving ability.

Preferred ExperienceCandidates with experience in any of the following areas will be preferred:

• Freight Forwarding
• International Logistics
• Air Freight / Ocean Freight
• Import & Export Operations
• Customer Service – Logistics
• CHA / Customs Coordination
• Shipment Tracking and Documentation
• Key Performance Indicators (KPIs)Timely shipment updates to customers.
• Accuracy of shipment documentation.
• Timely booking and shipment coordination.
• Customer response time.
• Number of unresolved/pending shipment issues.
• On-time shipment delivery coordination.
• Customer satisfaction and retention.
• Proper follow-up with airlines, shipping lines, agents, CHA and transporters.
• Personal AttributesResponsible and accountable for assigned shipments.
• Proactive rather than waiting for customers to follow up.
• Good communication and interpersonal skills.
• Ability to prioritize urgent shipments.
• Strong attention to detail.
• Team-oriented and willing to coordinate across departments.
• Calm and solution-oriented during operational challenges.