Responsibilities

Customer Inquiry Handling:

Respond promptly and professionally to customer inquiries regarding cargo status, shipping schedules, and service offerings, ensuring a positive customer experience.

Customer Request Processing

Log, track, and follow up on customer service requests using CRM systems, ensuring all inquiries are resolved in a timely and accurate manner.

Complaint Resolution

Address customer issues related to cargo handling, delays, and other operational concerns, escalating complex problems to higher levels when necessary.

Customer Relationship Management

Act as a liaison between customers and internal departments (such as operations, logistics, and billing) to coordinate and relay information efficiently.

Status Updates And Notifications

Provide real-time updates to customers on the status of their shipments, anticipated delays, or schedule changes, maintaining transparency throughout the cargo handling process.

Data Management And Reporting

Maintain accurate and up-to-date records of customer interactions, service requests, and resolutions in the CRM system.

Regulatory Compliance





Assist customers with queries related to port regulations, compliance requirements, and necessary documentation for cargo handling.

Customer Feedback Analysis

Gather and document customer feedback on service quality, identifying areas for improvement and sharing insights with management to enhance customer satisfaction.

Digital Mindset

Keep up with digital and AI advancements to enhance business and maintain competitiveness.

Key Stakeholders - Internal

Lead - Customer Services

Other Departments,

Direct reportees

Key Stakeholders - External

Prospective clients, government and regulatory bodies, Trade groups, Comptetiors

Qualifications

Educational Qualification:

Bachelor’s degree in Logistics, Supply Chain, Business Administration, or a related field.

Work Experience

Minimum 3-4 years of experience in customer service, account management, or logistics, preferably within the ports or shipping industry.

Proven track record in managing key accounts and improving customer satisfaction metrics.

📌 Assistant Manager - Customer Services (Navi Mumbai)
🏢 Adani Ports and SEZ
📍 Navi Mumbai