Customer Service Specialist

We at D.B. Group America are looking for a Customer Service Specialist to join our RDC team based in Mumbai, supporting Air Import operations for the U.S. region. We are seeking a proactive and detail-oriented individual who is passionate about delivering outstanding customer service. The ideal candidate should have strong experience in end-to-end Air Operations and possess excellent customer service skills. This role involves managing day-to-day operations, monitoring the status of all imports, and ensuring service delivery that consistently exceeds customer expectations. If you are customer-focused, organized, and thrive in a fast-paced logistics environment, we’d love to hear from you. Job Responsibilities: Manage day-to-day operational activities including handling customer inquiries, processing orders, tracking shipments, and resolving issues effectively. Coordinate with overseas offices/agents for approvals and to ensure smooth shipment movements. Ensure accuracy and completeness of information shared with customers. Liaise with vendors, customers, and stakeholders to ensure timely and efficient delivery of shipments. Prepare and review all necessary shipping documents such as Manifests, Delivery Orders, and related paperwork. Monitor shipment progress and provide timely updates to customers. Deliver excellent customer service by responding promptly to inquiries and addressing complaints with professionalism. Oversee vendor invoicing and ensure timely billing to customers and overseas offices. Maintain accurate records of all operational transactions, including orders, shipments, and billing. Collaborate with internal departments to ensure seamless coordination and workflow across functions. Ensure compliance with applicable international trade regulations and company policies. Identify opportunities to streamline processes and implement best practices to improve efficiency in operations and customer service. Requirements: Minimum 8 years of experience in Air freight forwarding or logistics preferred Strong communication skills (written and verbal in English) Ability to work in a fast-paced, detail-oriented environment Willingness to work late shifts aligned with U.S. operations Proficient in MS Office (Excel, Outlook) and freight-related systems Team player with a problem-solving mindset Preferred: Prior experience supporting U.S. operations from a shared service setup. Understanding of shipping documentation like B/L, ISF, Arrival Notices, etc. Hands-on experience with CargoWise Graduate degree in logistics, supply chain, or a related field.

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