Customer Support Executive

Accountabilities:

PTL Operations Coordination: Support and monitor end-to-end Part Truckload (PTL) operations, ensuring efficient load planning, vehicle utilization, route optimization, and timely deliveries.
Shipment & Transport Management: Coordinate with transporters and clients to organize dispatch schedules, arrange vehicle placements, monitor cargo movements, and ensure smooth shipment execution.
Customer Relationship Management: Maintain strong relationships with clients through proactive communication, regular follow-ups, and timely updates regarding shipment status and delivery schedules.
Customer Query & Escalation Management: Handle customer concerns, operational complaints, and service escalations efficiently, ensuring prompt resolutions and high levels of customer satisfaction.
MIS Reporting & Documentation: Prepare, maintain, and update daily and periodic PTL Management Information System (MIS) reports, ensuring data accuracy and timely submission to support operational decision-making.
Team Coordination & Supervision: Coordinate with the PTL operations team, allocate responsibilities, monitor performance, and encourage accountability and operational excellence.
Safety & Regulatory Compliance: Ensure adherence to applicable safety procedures and regulatory requirements during vehicle loading, unloading, transportation, and delivery operations.
Operational Performance Analysis: Analyze logistics and operational data to identify inefficiencies, monitor service performance, and recommend opportunities for cost reduction and productivity improvement.
Process Optimization: Contribute to continuous improvement initiatives by identifying operational challenges and implementing effective processes, technology solutions, and industry best practices.
Service Quality Improvement: Work collaboratively with internal teams and external stakeholders to enhance delivery efficiency, operational reliability, and the overall customer experience.
Requirements:
Previous experience in customer support, logistics coordination, transportation operations, or a related field is preferred.
Good understanding of the logistics, transportation, freight forwarding, and warehousing industry.
Knowledge of Part Truckload (PTL) operations, shipment coordination, and transport management is an advantage.
Proficiency in Microsoft Excel and Microsoft Word, with the ability to manage operational records and prepare accurate reports.
Experience using Management Information Systems (MIS) for reporting, data tracking, and operational analysis.
Excellent verbal and written communication skills, with the ability to interact professionally with clients, transporters, and internal teams.
Fluency in Hindi (mandatory) and good working proficiency in English.
Strong problem-solving and analytical skills, with the ability to handle operational challenges and customer escalations effectively.
Good organizational and time-management skills, with the ability to manage multiple shipments, priorities, and follow-ups simultaneously.
Leadership and team coordination abilities, with the capacity to guide, motivate, and support team members.
Customer-focused mindset with strong interpersonal skills and a commitment to delivering high-quality service.
Ability to work in a fast-paced logistics environment while maintaining accuracy, accountability, and attention to detail.
Benefits:
Health insurance coverage.
Provident Fund (PF) benefits.
Employee State Insurance (ESI) benefits.
Informal dress code and relaxed workplace environment.
Opportunity to develop expertise in logistics, transportation, and supply chain operations.
Exposure to customer relationship management, operational coordination, and performance reporting.
Opportunities for professional learning and career development.