Robin

Detail-oriented Logistics and Customer Service Professional with 4.5 years of experience in shipping and logistics operations. Experienced in handling customer service queries, service requests, issue resolution, shipment booking processing, booking amendments, documentation verification, and coordination with global stakeholders. Skilled in CRM, customer communication, case management, shipment-related query handling, and maintaining service quality, data accuracy, and productivity in a fast-paced logistics environment.

Customer Service Coordinator at Hapag-Lloyd Global Capability Centre (2022-04 – Present)

• Handled high-volume customer queries and service requests related to shipping and logistics operations.
• Reviewed customer queries, identified the issue, and provided accurate information, updates, or resolutions.
• Responded to customer emails with clear, professional, and solution-oriented communication.
• Managed customer requests through CRM and internal systems while maintaining accurate case and service records.
• Provided timely responses to customer inquiries regarding shipment status, schedules, delays, exceptions, and service-related concerns.
• Performed regular follow-ups on open customer requests and provided status updates until resolution.
• Monitored pending cases to ensure timely action and closure within defined service timelines.
• Coordinated with internal departments and overseas offices to investigate and resolve customer issues.
• Managed escalations and routed complex cases to the appropriate teams for further resolution.
• Addressed customer concerns related to shipment delays, schedule changes, booking issues, and operational exceptions.
• Handled multiple customer requests simultaneously while maintaining accuracy, quality, and attention to detail.
• Maintained accurate customer, shipment, and case information in CRM and internal systems.
• Followed standard operating procedures and company guidelines while handling customer requests.
• Maintained service quality and productivity while delivering a positive customer experience.
• Managed end-to-end shipment booking requests for customers across global trade routes.
• Processed booking requests accurately while following company policies and shipping procedures.
• Handled booking amendments and modifications related to cargo details, vessel schedules, routing, container requirements, and customer information.
• Reviewed booking details and customer requirements to ensure accurate processing and compliance.
• Coordinated with customers and relevant internal teams to resolve booking-related issues and support timely shipment execution.
• Monitored booking status and communicated updates, delays, and exceptions to customers.
• Maintained accurate booking records and updated relevant details in shipping and logistics systems.
• Verified booking information and documentation to reduce discrepancies and maintain data accuracy.
• Assisted in resolving operational challenges related to vessel schedules, equipment availability, routing, and documentation discrepancies.
• Supported process improvements to enhance booking workflow efficiency and service quality.

Bachelor of Business Administration – S.I.V.E.T College (2020)

HSC – Neela ram Matriculation Higher Secondary School (2017)

SSLC – A.V.G Vidyalaya Matriculation School (2015)