CustomerService -Assistant

MNC Forwarder Coordination Rate Management Support Key Responsibilities Act as assistance - point of coordination for MNC forwarders across India, as well as Pakistan, Bangladesh, and Sri Lanka, handling communications, rate requests, queries, and operational issues. Coordinate with GVA and Trade Managers to obtain approved monthly FAK (Freight All Kinds) and NAC (Named Account Contract) rates, along with free-time approvals, before filing for India, Pakistan, Bangladesh, and Sri Lanka. Ensure all rates and contracts have the necessary approvals, validity, and supporting documentation prior to filing. Ensure timely filing of all rates to minimize discrepancies arising from effective-date variations and rate applicability issues. Distribute and communicate monthly FAK rates and any subsequent revisions to customers, all India offices, and destination offices. Manage and respond promptly to all customer inquiries, concerns, and communications, ensuring effective service support on an all-India basis. Liaise with branch offices and Customer Service teams to maintain seamless service levels for MNC forwarders and proactively resolve operational issues to prevent delays. Monitor and review monthly cargo support and business performance of MNC customers across India. Track instances of reduced or insufficient cargo support against Spot, FAK, and Named Account rates filed on a monthly or long-term basis and follow up with the respective MNC customers to improve support levels. Key Deliverables Timely and accurate filing of approved rates and contracts. Effective customer relationship management for MNC forwarders. Coordination between trade, commercial, and operational teams. Monitoring of cargo support commitments and business performance. Resolution of customer issues while maintaining service excellence and minimizing delays. Core Competencies Stakeholder Management Rate Contract Administration Customer Service Excellence Commercial Coordination Cross-functional Collaboration Problem Solving Issue Resolution Data Monitoring Performance Tracking Communication Relationship Management