Customer Service Executive – 3 Positions

BRISK FORWARDING PVT. LTD.

Customer Service Executive – 3 Positions

Location: Gairidhara, Kathmandu, Nepal
Department: Customer Service
Position: Customer Service Executive
Vacancy: 3 Positions
Employment Type: Full-Time
Reporting To: Customer Service Head / Department Head

Job Purpose

Brisk Forwarding Pvt. Ltd. is seeking three responsible, energetic, and customer-focused Customer Service Executives to manage day-to-day customer service activities and coordinate effectively with customers, overseas agents, airlines, shipping lines, transporters, customs, operations, and internal departments.

The selected candidates will be responsible for ensuring timely shipment coordination, accurate documentation, proactive customer communication, and smooth delivery of logistics services from booking through final delivery/POD.

Key Responsibilities

1. Customer Service & Communication

  • Handle customer inquiries, shipment updates, requests, and complaints professionally and promptly.
  • Maintain regular communication with customers throughout the shipment lifecycle.
  • Provide accurate updates regarding booking, routing, ETD/ETA, arrival, customs clearance, delivery, and POD.
  • Maintain professional relationships with existing customers and support customer retention.
  • Escalate service issues, delays, complaints, or exceptional cases to the Department Head/Management without unnecessary delay.

2. Shipment Coordination

  • Coordinate Air Freight, Sea Freight, FCL/LCL, Land Freight, Import and Export shipments as assigned.
  • Coordinate with overseas agents, airlines, shipping lines, transporters, customs brokers, and other service providers.
  • Monitor shipment status from origin through destination and ensure timely follow-up.
  • Verify booking confirmations, schedules, routing, transit time, arrival information, and delivery arrangements.
  • Follow up proactively on delayed, rolled-over, short-landed, damaged, or exceptional shipments.

3. Documentation & Compliance

  • Ensure proper handling and verification of shipment documents including:
    • MAWB / HAWB
    • MBL / HBL
    • Commercial Invoice
    • Packing List
    • Pre-alert
    • Manifest / IGM
    • Bill of Entry
    • Delivery Order (D.O.)
    • Shipping/Customs-related documents
    • Proof of Delivery (POD)
  • Ensure documents are complete and accurate before processing.
  • Coordinate with Operations and Accounts/Finance for D.O. release, freight invoice/payment confirmation, customs clearance, and delivery.
  • Maintain proper shipment files and records in accordance with company procedures.

4. Charges & Customer Approval

  • Verify carrier, overseas agent, local vendor, customs, delivery, detention, storage, handling, and other applicable charges.
  • No additional/unplanned customer charge shall be confirmed or passed to the customer without prior verification and required written approval.
  • Any sudden change in carrier/overseas office booking, routing, schedule, rate, or additional charges must be checked against the original quotation/booking and customer confirmation.
  • Coordinate with Pricing, Sales, Operations, and Finance where commercial clarification is required.

5. Internal Coordination

  • Work closely with Sales & Marketing, Pricing, Operations, Accounts/Finance, and Management to ensure smooth shipment execution.
  • Provide timely shipment information to the Sales team for customer follow-up.
  • Coordinate with Operations for customs clearance, D.O. collection/release, transportation, delivery, and POD.
  • Coordinate with Finance/Accounts regarding outstanding freight invoices, payment status, credit arrangements, and related requirements.
  • Maintain proper handover and follow-up of pending shipments.

6. Customer Complaint & Problem Resolution

  • Receive and handle customer complaints professionally.
  • Investigate the issue by coordinating with the relevant internal/external parties.
  • Provide customers with factual and timely updates.
  • Escalate serious service failures, financial claims, cargo damage/loss, or repeated complaints to management.
  • Maintain records of complaints and corrective actions.

7. Reporting & Performance

  • Maintain daily shipment follow-up and pending-task records.
  • Submit required daily/weekly/monthly customer service reports.
  • Ensure timely completion of assigned shipments and customer requests.
  • Maintain accurate CRM/system records and shipment files.
  • Meet departmental KPI, KRA and SLA requirements.

Key Performance Indicators (KPI)

Performance will be evaluated based on:

  • Customer response and communication time
  • Shipment follow-up and timely updates
  • Documentation accuracy
  • Shipment coordination and delivery performance
  • Customer complaint handling
  • D.O. and POD coordination
  • Data/system accuracy
  • SLA compliance
  • Team coordination
  • Customer satisfaction and retention
  • Compliance with Brisk Forwarding SOPs and company policies

Qualification & Experience

  • Bachelor’s degree in Management, Business Administration, Logistics, Supply Chain, or a related field preferred.
  • Minimum 1–3 years of relevant experience in freight forwarding, logistics, cargo, shipping, airline, customs, or customer service.
  • Candidates with strong freight-forwarding experience may be considered based on capability and experience.
  • Good knowledge of Air Freight, Sea Freight, Import/Export and logistics documentation will be an advantage.
  • Fresh graduates with strong communication skills and relevant logistics knowledge may also be considered for suitable entry-level opportunities.

Required Skills

  • Excellent customer service and communication skills.
  • Good written and spoken English and Nepali.
  • Strong follow-up and coordination ability.
  • Good knowledge of MS Office, email, Excel, and logistics systems.
  • Ability to work under pressure and meet deadlines.
  • Problem-solving and negotiation skills.
  • Strong attention to detail.
  • Team-oriented, disciplined, responsible, and proactive.
  • Ability to handle multiple shipments and priorities simultaneously.

Professional & Compliance Requirements

The Customer Service Executive must:

  • Follow all Brisk Forwarding policies, SOPs, approved procedures, and management instructions.
  • Maintain confidentiality of customer, shipment, pricing, financial, and company information.
  • Not make unauthorized commitments, discounts, credit arrangements, or commercial promises to customers.
  • Not approve or confirm unauthorized additional charges.
  • Not release or instruct release of shipment-related documents contrary to company procedure.
  • Maintain professional conduct with customers, colleagues, vendors, overseas agents, carriers, and other stakeholders.
  • Immediately report any suspected fraud, document irregularity, financial risk, customer complaint, or operational violation to the concerned Department Head/Management.

Personal Attributes

Brisk Forwarding is looking for candidates who are:

Responsible | Customer-Focused | Proactive | Honest | Disciplined | Team-Oriented | Detail-Oriented | Solution-Focused | Professional

What We Offer

  • Professional working environment
  • Career growth opportunities within the logistics industry
  • Performance-based development opportunities
  • Exposure to international freight-forwarding operations
  • Training and learning opportunities
  • Competitive remuneration based on qualification and experience

Interested candidates are invited to submit their updated CV to Brisk Forwarding Pvt. Ltd.

BRISK FORWARDING PVT. LTD.
Your Trusted Global Logistics Partner
“YOU NAME IT, WE’LL DELIVER IT!”