Forward Air Corporation
Website:
forwardair.com
Job details:
Job Description – Customer Experience (CX) – Operations & Customer Support
Location - Mysuru, Karnataka, India
Employment Type - Full-Time
Department - Operations / Customer Support
About the Role:
This role combines Customer Service, Customer Experience (CX), and Operations Support responsibilities to deliver a seamless experience for customers across the shipment lifecycle. The ideal candidate will not only resolve customer queries efficiently but also proactively contribute to improving overall customer satisfaction, communication quality, and service experience. We are looking for dynamic, customer-focused, and detail-oriented professionals to join our Operations & Customer Support team. This opportunity is open to both fresh graduates and experienced professionals who are passionate about building a career in customer service, logistics operations, and global business support.
As a Customer Service Representative (CSR), you will play a critical role in supporting day-to-day logistics and operational activities for international customers and internal stakeholders. You will work closely with cross-functional teams to ensure seamless order execution, shipment visibility, issue resolution, and exceptional customer experience.
This role offers excellent exposure to global operations, process-driven environments, and international customer interaction within a fast-paced and collaborative workplace.
Key Responsibilities :
Customer Support, CX & Communication
▪Respond to customer queries and operational requests via email, phone, and internal systems.
▪Provide timely updates related to orders, shipments, delivery status, and operational activities.
▪Deliver exceptional customer service while maintaining professionalism, empathy, and accuracy.
▪Create positive customer experiences through proactive communication and timely follow-ups.
▪Understand customer pain points and ensure effective resolution with a customer-first mindset.
▪Build positive relationships with customers and internal stakeholders.
▪Escalate critical customer concerns appropriately and ensure timely resolution.
Operations & Coordination
▪Support order management, Track & Trace activities, shipment coordination, and operational workflows.
▪Coordinate with internal teams such as operations, billing, dispatch, and logistics to ensure smooth execution.
▪Assist with billing verification, documentation, and order closure activities.
▪Maintain accurate operational records and system updates.
▪Ensure adherence to standard operating procedures (SOPs), quality standards, and SLAs.
Process Excellence & Customer Experience
▪Identify operational gaps and proactively support process improvement initiatives.
▪Ensure data accuracy and compliance with operational guidelines.
▪Contribute to team productivity, operational efficiency, and customer experience improvement initiatives.
▪Support CX-focused initiatives aimed at improving customer satisfaction, response quality, and service consistency.
▪Adapt quickly to changing business requirements and operational priorities.
Shift Requirements
▪The team operates in a 24/7 support environment.
▪Candidates should be flexible to work rotational shifts, including:
o US night shifts (aligned with US time zones)
o Weekend and holiday shifts, based on business requirements
Eligibility Criteria
Education
▪Bachelor’s or Master’s degree in Business administration, Commerce, Management, Logistics, or related disciplines.
Experience
▪Freshers are encouraged to apply.
▪1–5 years of experience in customer service, operations, logistics, BPO, supply chain, or related domains will be an added advantage.
▪Experience supporting international or US-based operations is preferred for experienced candidates.
Required Skills
Communication, CX & Interpersonal Skills
▪Excellent verbal and written communication skills in English.
▪Strong customer handling, relationship management, and customer experience orientation.
▪Ability to demonstrate empathy, active listening, and customer-first communication.
▪Professional attitude with strong listening and interpersonal skills.
▪Ability to work collaboratively in a team environment.
Operational & Analytical Skills
▪Strong attention to detail and organizational abilities.
▪Problem-solving mindset with the ability to multitask effectively.
▪Ability to work under pressure in a fast-paced operational environment.
▪Basic understanding of SLA-driven operations and service delivery.
Technical Skills
▪Basic to intermediate proficiency in Microsoft Office tools (Excel, Outlook, Word, PowerPoint).
▪Familiarity with CRM tools, ticketing systems, or logistics platforms is an advantage.
▪Willingness to learn internal systems, operational processes, and reporting tools.
Preferred Attributes
▪Positive attitude and eagerness to learn.
▪Adaptability and flexibility in changing operational environments.
▪Strong ownership and accountability.
▪Customer-centric mindset with a strong focus on CX and service excellence.
▪Passion for delivering consistent, high-quality customer experiences.
Why Join Us?
▪Opportunity to work with a growing global logistics and operations organization.
▪Exposure to international business operations and global customers.
▪Structured learning, training, and career growth opportunities.
▪Collaborative, inclusive, and performance-driven work culture.
▪Competitive compensation, employee benefits, and long-term career development opportunities.
▪Opportunity to build expertise in customer service, operations, and supply chain processes.
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