Customer Support Officer

FR International is seeking a Customer Support Officer for our Import & Trading operations. The Customer Support Officer is responsible for ensuring seamless communication between customers and operations by providing accurate shipment visibility, timely updates, and efficient administrative support. The role plays a critical part in enhancing customer satisfaction through proactive tracking, reporting, documentation management, and coordination of land freight operations.

Key Responsibilities

• Monitor and track all land shipments, ensuring accurate status visibility throughout the transportation cycle.
• Provide timely and professional shipment updates to customers and address inquiries promptly.
• Prepare and maintain customer-specific Daily Status Reports (DSRs) and operational trackers.
• Generate quotations, Purchase Orders (POs), and other customer-related documents as required.
• Maintain accurate shipment records, databases, and operational reports.
• Coordinate with internal departments to obtain shipment information and resolve operational issues.
• Escalate delays, discrepancies, and service concerns to the relevant stakeholders.
• Ensure all customer communications and documentation are handled accurately and within established timelines.
• Support continuous improvement initiatives to enhance service quality and operational efficiency.

• Bachelor's degree in business administration, Management, Logistics, Supply Chain, or a related field.
• Min 2+ years’ experience in customer service, freight forwarding, logistics, or supply chain operations is preferred.
• Ability to manage stress and prioritize tasks effectively to handle multiple customer demands while maintaining service quality.
• Ability to multitask to manage concurrent customer queries, follow-ups, and documentation accurately.
• Ability to work hard to meet operational targets during peak order and inquiry periods.
• Ability to work independently and also in a group to support both individual issue resolution and team coordination.
• Ability to work under pressure and meet deadlines while keeping response times within expected limits.

Nice to Have

• Experience with import/trading processes such as order tracking, delivery coordination, and basic document handling.
• Prior exposure to customer complaint handling and basic dispute resolution in a service environment.
• Proficiency in MS Excel and basic reporting for customer service tracking.
• 2 Wheeler and valid license

Benefits:

• Competitive salary package and commission
• Professional development opportunities
• Friendly and supportive work environment
• Lunch
• CIT