Bhavikaben Nai

Results-driven freight operations professional with 17+ years of end-to-end shipment management across air, ocean (FCL/LCL), and land freight. Proven expertise in customer service excellence, documentation accuracy (SI/VGM/BL/AWB/DG declarations), shipping line negotiations, rate building, and regulatory compliance. Experienced in acting as the primary customer contact — delivering proactive updates, managing escalations, and protecting SLAs.

Skilled in MIS/KPI reporting, ERP systems, and cross-functional coordination with overseas agents, NVOCCs, coloaders, and customs brokers. Ready to contribute immediately to UAE-based freight forwarding operations.

Assistant Manager – Customer Services at DSV – Global Transport and Logistics (2024-03 – Present)

Serve as primary point of contact for a diverse global client portfolio — handling quotations, booking confirmations, and proactive shipment updates (status, delays, ETA changes) within agreed response times.

• Manage end-to-end shipment lifecycle for air and ocean freight: booking, documentation, execution, delivery coordination, and invoicing support.
• Liaise with shipping lines, NVOCCs, overseas agents, and coloaders to secure competitive freight rates, optimise vessel schedules, and resolve operational exceptions (rollovers, transshipments).
• Prepare and verify shipping documentation — quotations, booking confirmations, compliance-aligned shipment files — reducing turnaround time and documentation error rates.
• Monitor shipment and container tracking, free time utilisation, and demurrage/detention exposure; communicate corrective actions proactively to clients and management.
• Build sell rates from buy rates incorporating freight, THC, BAF/CAF, ISPS, and local charges; support accurate and timely billing and job closure.
• Conduct client visits and relationship-building initiatives, identifying upsell opportunities and driving revenue growth and business retention.
• Prepare daily shipment status reports and performance dashboards for senior leadership and customers; maintain KPI tracking on on-time execution and document accuracy.
• Mentor and coach junior team members, improving team productivity and service quality standards.

Assistant Manager – Ocean Export at Savino Del Bene Freight Forwarders (India) Pvt. Ltd. (2022-05 – 2024-03)

Acted as primary operational liaison between customers, shipping lines, and overseas agents for ocean export shipments across global trade lanes.

• Managed SI filing, VGM submissions, BL draft approvals, MBL/HBL processing, and customs documentation within strict carrier cut-off deadlines — achieving near-zero compliance incidents.
• Issued pre-alerts, arrival notices, and coordinated Delivery Order (DO) releases with overseas agents; handled transshipment and ETA change communications proactively.
• Handled online bookings via shipping line portals; arranged export cargo insurance to mitigate financial risk.
• Verified carrier invoices against buy rates and supported accurate, timely billing and job file closure.
• Re-engineered workflow processes, resulting in measurably reduced documentation errors and faster turnaround times.

Assistant Customer Service Manager at Oceania World Exim (2021-03 – 2023-04)

Supervised export documentation preparation using compliance checklists — Commercial Invoice, Packing List, Certificate of Origin, BL drafts — ensuring 100% regulatory adherence across high-volume shipment portfolio.

• Managed BL approval workflows and invoicing with high accuracy and timeliness; maintained job file integrity for correct revenue and cost capture.
• Led sales support team handling customer inquiries, escalations, and cross-departmental coordination, driving business development and client retention.
• Identified market expansion opportunities, contributing to measurable business growth.

Assistant Customer Service Manager at Trialliance Global Solutions India Pvt. Ltd. (2016-03 – 2020-01)

Managed export/import documentation — SI, VGM, pre-alerts, arrival notices — for international shipments across multiple trade corridors.

• Monitored and coordinated hazardous (DG) cargo shipments to the USA, ensuring full safety and regulatory compliance with zero violations.
• Prepared and maintained monthly MIS reports and operational KPI dashboards for senior management.
• Trained and supervised junior customer service staff, standardising SOPs and improving team output.

Customer Service Assistant / Account Executive at Excel Exim Services India Pvt. Ltd. & Atlas Logistics (2008-03 – 2016-02)

Handled SI filing, VGM submissions, import/export documentation, and MIS reporting across high transaction volumes.

• Managed duty payments, cash/bank reconciliation, and assisted in P&L reporting and regulatory tax compliance.
• Coordinated with international agents to ensure seamless on-time shipment delivery across global trade lanes.

Certificate Course in Finance Management – The Maharaja Sayajirao University

Bachelor of Commerce in B.Com – The Maharaja Sayajirao University