Key Responsibilities

JOB DESCRIPTION

• Documentation & Process Management
• Oversee end-to-end documentation processes related to import, export, empty containers, and CFS operations.
• Ensure timely and accurate processing of operational and commercial documentation.
• Monitor documentation workflows to eliminate delays and improve turnaround times.
• Ensure accurate system entries and operational reporting.
• Maintain complete documentation records in compliance with customs regulations and company policies.
• Drive continuous improvement in documentation processes through automation and standardization.
• Customer Service Management
• Lead and manage the Customer Service team to deliver exceptional customer experience.
• Ensure achievement of Customer Satisfaction (CSAT) targets and service excellence standards.
• Address and resolve customer escalations within agreed timelines.
• Conduct regular customer meetings and reviews to understand customer requirements and improve service delivery.
• Monitor service level agreements (SLAs)



and ensure adherence across all customer-facing activities.
• Build and maintain long-term relationships with shipping lines, freight forwarders, importers, exporters, and logistics partners.
• Gate Operations & Weighbridge Management
• Ensure smooth and effective Gate and Weighbridge (WB) operations at the CFS.
• Monitor gate turnaround times and vehicle movement efficiency.
• Ensure accurate capture of container and cargo data through weighbridge systems.
• Coordinate with operations teams to avoid gate congestion and operational bottlenecks.
• Implement process controls to maintain operational safety, efficiency, and compliance.
• Compliance & Customs Liaison
• Ensure compliance with Customs regulations/acts/notifications etc, CFS operating procedures, and statutory requirements.
• Act as a key interface with Customs authorities, government agencies, and regulatory bodies.
• Ensure timely movement of Long Standing (LS) containers

📌 Senior Manager (India)
🏢 DP World
📍 India