Purpose/Objective

To effectively deliver on assigned responsibilities by leveraging domain expertise, analytical skills, and a results-driven approach, while contributing to organizational growth and operational excellence.
The role aims to ensure high-quality execution of key functions, foster collaboration across stakeholders, and continuously improve processes to achieve business objectives and drive sustainable performance.

Key Responsibilities of Role

Strategic Roles & Responsibilities - Own and lead Key Account Management for high revenue and strategic customers and routes.
- Manage outsourced partnerships for operations & customer-facing voice processes - Define and implement customer service strategies aligned with organizational goals.
- Ensure systematic and timely processing of customer requests and bookings.
- Act as the escalation point for critical customer complaints and ensure timely resolution.
- Identify process gaps and lead initiatives to reduce waste, improve efficiency, and enhance customer experience.
- Establish performance metrics and develop agile,



interactive dashboards for customer service excellence and executive management review (including CEO-level presentations).
- Review customer-specific data, volume trends, and commodity analysis to drive continuous improvement and strategic business insights.
- Drive adoption of AI, digital tools, reporting systems, and visibility platforms to improve service transparency.
Operational Responsibilities - Oversee preparation and sharing of Daily / Periodic Status Reports with customers.
- Oversee and manage timely submission of customer invoices.
- Oversee and manage timely vendor payments.
- Track and visualize NFA / vendor payment details, monitoring payment stages and statuses for improved financial oversight.
- Monitor and control customer booking versus execution performance, including container movements and ETA deviations.
- Ensure tracking, closure, and reporting of customer complaints

📌 Associate Manager (Kharghar)
🏢 Adani Group
📍 Kharghar