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,

📌 Assistant Manager (Nagpur)
🏢 Adani Ports and SEZ
📍 Nagpur