Customer Service Executive – Import Operations

Experience: 3+ Years
Location: Mumbai

About Express Global Logistics

Express Global Logistics (EXG) is a leading logistics and supply chain solutions provider offering end-to-end freight forwarding, customs clearance, transportation, warehousing, project logistics, and specialized logistics services. We work closely with customs authorities, ports, airports, shipping lines, airlines, CFSs, government agencies, and global logistics partners to deliver compliant and efficient cargo movement.

Role Objective

We are looking for a Customer Service Executive – Import Operations to manage end-to-end customer coordination, shipment tracking, import documentation, and operational follow-ups.

The role will be responsible for ensuring smooth cargo movement, timely customer updates, proper documentation, and compliance with shipping and customs procedures.

Key Responsibilities

• Act as the primary point of contact for import customers and provide timely shipment updates.
• Coordinate with internal operations teams, customers, vendors, shipping lines, airlines, CFS, ports, transporters, and overseas agents.
• Handle customer queries and resolve shipment-related issues efficiently.
• Manage and coordinate import documentation and ensure documents are accurate and complete.
• Coordinate payments with carriers/shipping lines and follow up for timely processing.
• Coordinate with shipping lines for Delivery Order (DO) and related formalities.
• Monitor container/cargo movement across CFS, DPD, SEZ, ports, and other locations.
• Track shipment milestones and ensure activities are completed within agreed SLA timelines.
• Maintain accurate shipment records and operational documentation.
• Prepare and maintain Daily Status Reports (DSR) and share shipment updates with customers.
• Identify potential delays or operational issues proactively and coordinate with relevant stakeholders for quick resolution.
• Ensure compliance with import regulations, company SOPs, and customer-specific requirements.
• Maintain strong coordination and follow-up with all stakeholders to ensure timely cargo delivery.

Required Skills & Competencies

• 3+ years of experience in Import Operations / Freight Forwarding / Logistics Customer Service.
• Strong customer communication and customer-handling skills.
• Good knowledge of import processes and documentation.
• Hands-on understanding of shipping line, airline, customs, port, and CFS processes.
• Experience with Delivery Order (DO) formalities.
• Knowledge of CFS / DPD / SEZ operations.
• Strong shipment tracking and follow-up skills.
• Ability to coordinate with multiple internal and external stakeholders.
• Strong problem-solving and escalation-handling skills.
• Good attention to detail and ability to work within deadlines/SLA.
• Working knowledge of freight forwarding and logistics systems.