Customer Service Representative – US Shipping Broker (On-site)

About the role

We are seeking a full‑time, on‑site Customer Service Representative to support our US shipping broker process in Kanpur. You will be the primary point of contact for customers, handling inquiries, bookings, status updates, and issue resolution across phone, email, and chat channels.

Key responsibilities

• Manage inbound and outbound customer interactions related to shipping services.
• Provide accurate information on bookings, shipment status, and documentation.
• Resolve customer issues promptly and escalate complex cases when necessary.
• Maintain detailed service records and update CRM systems.
• Collaborate with internal teams and broker partners to ensure smooth operations.
• Monitor customer feedback and contribute to continuous process improvements.

Required profile

• Strong customer‑facing skills with experience in customer service or support.
• Prior experience in an international or US‑based process is preferred.
• Excellent spoken and written English communication abilities.
• Effective problem‑solving, active listening, and conflict‑resolution capabilities.
• Willingness to work shift‑based schedules aligned with US time zones.
• Minimum high school diploma; a bachelor’s degree is an advantage.

Required skills

• Proficiency with CRM systems.
• Experience using call‑handling tools.
• Competence in MS Office applications.
• Familiarity with email platforms.