Customer Service Executive

Job Title: Customer Service Executive – Logistics & Transport

Location : Andheri

Job Summary

We are seeking a customer-focused and detail-oriented Customer Service Executive to manage client communication, shipment coordination, and issue resolution within logistics and transport operations. The role involves tracking shipments, handling queries, coordinating with internal teams and transporters, and ensuring a smooth customer experience.

Key Responsibilities

Customer Interaction & Support

• Act as the primary point of contact for customers regarding shipments and logistics services

• Handle inquiries via phone, email, and WhatsApp in a professional manner

• Provide accurate information on shipment status, transit times, and delivery schedules

• Resolve customer complaints related to delays, damages, shortages, or misrouting

Shipment Tracking & Coordination

• Track consignments and provide real-time updates to customers

• Coordinate with warehouse, dispatch, and transport teams for timely movement of goods

• Follow up with drivers, transporters, and vendors for delivery status

• Ensure timely communication in case of delays or operational issues

Documentation & Process Handling

• Verify customer orders, invoices, LR (Lorry Receipt), e-way bills, and delivery challans

• Maintain proper records of bookings, dispatches, and Proof of Delivery (POD)

• Ensure compliance with GST and transport documentation requirements

• Update shipment details in ERP / CRM systems

Issue Resolution & Escalation

• Investigate and resolve customer complaints efficiently

• Coordinate internally to address operational issues

• Escalate critical cases to the Logistics/Operations Manager

• Maintain records of complaints and resolutions for reporting

Required Skills & Qualifications

• Graduate in any discipline (preferred: Logistics, Supply Chain, Commerce)

• 1–3 years of experience in logistics, transport, or customer service roles

• Knowledge of transport operations and documentation (LR, e-way bill, POD)

• Good communication skills (English + Hindi; regional language preferred)

• Basic computer skills (MS Excel, CRM/ERP systems)

• Ability to multitask and handle pressure

Key Competencies

• Customer-centric approach

• Strong communication and interpersonal skills

• Problem-solving and conflict resolution

• Attention to detail

• Coordination and follow-up skills

Working Conditions

• Office-based role with continuous coordination with operations teams

• May require extended working hours during peak logistics cycles

• Fast-paced and deadline-driven environment

Salary Range (Indicative)

₹15000– ₹35,000 per month (based on experience and company scale)

Reporting To

Customer Service Manager / Logistics Manager

Preferred Profile (Bonus)

• Experience in 3PL / freight forwarding / transport companies

• Familiarity with TMS (Transport Management Systems)

• Ability to handle high-volume shipment tracking and client accounts

• It is a Full Time Customer Support / TeleCaller job for candidates with 3 - 6+ years Experience.