Greetings from Jeena & Co.!
We are seeking a dynamic and experienced Head - CICD (CS & Operation Manager) for our Mumbai location, with a background of 10+ years in the freight forwarding industry
Role & responsibilities
- ADR Monitoring to avoid any service failures, and also ensure no penalties paid due to delay in filing documents by the department
- Service excellence review
- Preparing Department Reports
- Distributing the work between the team and ensuring back up in case of absence of team members
Escalation Management
- Handle escalations with a positive attitude and a problem-solving mindset.
- Analyze root causes of issues to implement long-term solutions and prevent recurrence.
- Act as a role model for professionalism and calmness during high-pressure situations.
- Develop relationship with the carriers to solve any service issues and prevent any recurrence of issues for the future
- Respond to customer/CHA and colleague calls to coordinate processes and resolve any client issues.
- Monitor and review communication flow between branches, agents, and the CICD team to maintain alignment.
- Follow up on pending DO releases and old calendar account reconciliations.
- Handle detention waivers, if applicable.
- Supervise the Team, guide and handhold them. Provide training as and when required
- Visit clients, shipping lines, or airlines as needed.
- Maintain relationship with our overseas partners.
- Liaise with staff at Branches who will handle the operational activities.
Pre-Shipment Activities
- Coordinate with the Pricing Department, Agents, Customers, Shipping Lines, and Co-Loaders regarding shipment planning.
- Update customers on cargo status, revised schedules, or any origin-related activities.
- Handle customer grievances and escalations, ensuring resolution by effective communication with all stakeholders.
- Manage import services, including handling corporate accounts, Mumbai local operations, and cross-trade shipments.
- Ensure the team supports both internal and external customers while maintaining high service standards.
Post-Shipment Activities (For Corporate Accounts handled by the Head and supervise the team for all activites)
- Monitor the receipt of pre-alert documents.
- ADR Monitoring / SE Review / Preparing Department Reports / Back Up for the Dept / Handling Escalations / Liasing with Carriers / Handling Amendments
- Track SEA & AIR IGM details on ICEGATE and update consignees on shipment arrival status.
- Facilitate customer requirements through ODEX for DO Invoices.
- Update ODEX for detention or empty container extension letters.
- Coordinate with carriers to expedite DO/Invoice release.
- Extract invoices/DO from ODEX and share them with customers or CHAs for payment processing.
- Follow up with branches, branch accounts, co-loaders, and carriers for the release of DOs
- Verify invoice accuracy with the Pricing or Inside Sales teams before payment to carriers, co-loaders, or agents.
- Ensure service excellence across all branches for activities under CICD (Customer Interaction and Communication Development).
- Conduct daily checks on the Activity Due Report (ADR).
Required Skills
Robust communication and public relations skills.
Basic trade and industry knowledge, with established relationships with carriers and customers.
Proficiency in ocean and air operations activities.
If you are an ambitious and result-oriented professional with a deep understanding of the freight forwarding industry, we invite you to join our team at Jeena & Co. and make a significant impact in our organisation.
To apply, please submit your updated resume @ "
[email protected]". We look forward to welcoming you to our dedicated team at Jeena.
📌 Head -CICD (Mumbai)
🏢 Jeena
📍 Mumbai