SOP: Customer Service Executive – Freight & Logistics

1. Purpose

To ensure efficient handling of customer inquiries, shipment coordination, documentation, and issue resolution while maintaining high service standards.

2. Scope

Applies to all customer service activities related to air freight, sea freight, road transport, customs clearance, and warehousing operations.

3. Responsibilities

The Customer Service Executive is responsible for:

• Managing customer accounts and communications.
• Coordinating with operations, customs, carriers, and overseas agents.
• Monitoring shipment status.
• Ensuring timely documentation.
• Resolving customer complaints and service issues.
• Providing shipment updates and reports.

4. Procedure

A. Customer Inquiry Handling

1. Receive inquiry via email, phone, or customer portal.
2. Acknowledge receipt within the company-defined response time (e.g., 1 hour).
3. Gather shipment details:
   • Shipper name
   • Consignee name
   • Origin and destination
   • Commodity
   • Weight and volume
   • Required delivery date
4. Coordinate with pricing or operations team if a quotation is required.
5. Send quotation or requested information to customer.
6. Follow up on pending quotations.

B. Booking Confirmation

1. Receive booking request from customer.
2. Verify shipment details.
3. Confirm space availability with carrier or agent.
4. Create booking in the freight management system.
5. Send booking confirmation to customer.
6. Advise cargo cut-off dates and documentation requirements.

C. Documentation Management

Check and process:

• Commercial Invoice
• Packing List
• Bill of Lading (B/L)
• Air Waybill (AWB)
• Certificate of Origin
• Customs documents

Steps:

1. Verify accuracy of documents.
2. Coordinate corrections if discrepancies exist.
3. Submit documents to relevant departments and authorities.
4. Maintain electronic and physical records.

D. Shipment Tracking

1. Monitor shipment milestones.
2. Update customer on:
   • Cargo received
   • Customs clearance status
   • Vessel/flight departure
   • Arrival status
   • Delivery status
3. Record all updates in CRM or freight system.
4. Escalate delays immediately.

E. Exception Management

For delays, damage, or missing cargo:

1. Receive customer complaint.
2. Log issue in complaint register.
3. Investigate with operations team, carrier, and agent.
4. Provide customer with regular updates.
5. Implement corrective actions.
6. Close case after customer confirmation.

F. Delivery Coordination

1. Confirm cargo arrival.
2. Coordinate customs clearance if applicable.
3. Arrange final delivery.
4. Obtain proof of delivery (POD).
5. Share POD with customer.
6. Close shipment file.

5. Service Standards (KPIs)

• Inquiry response within 1 hour.
• Booking confirmation within 2 hours.
• Shipment update accuracy above 98%.
• Customer complaints resolved within 24–48 hours.
• Documentation error rate below 1%.