Team Leadership & Functional Governance

- Lead the Customer Service and Documentation teams across Mundra Container Terminals.
- Establish common SOPs, service standards, controls, escalation protocols, and governance mechanisms across terminals.
- Develop team capability through coaching, training, performance management, succession planning, and role clarity.
- Drive a culture of accountability, customer focus, compliance, collaboration, and continuous improvement.

Vessel Documentation & Planning Readiness

- Ensure timely receipt, validation, and completion of Import Discharge Lists and Export Load Advance Lists within prescribed planning cut-offs.
- Provide accurate and complete container, cargo, and documentation information to Vessel Planning for stowage planning and operational readiness.
- Coordinate with shipping lines and internal teams to close data gaps, amendments, and documentation exceptions before vessel planning and execution.
- Minimize vessel planning or execution delays attributable to incomplete, inaccurate, or late documentation.
- Oversee end-to-end documentation for Import, Export, Transshipment, Empty, Reefer, Hazardous, OOG, and related container movements.
- Ensure accuracy, completeness, traceability, and timely processing of terminal documentation transactions.
- Maintain document controls, transaction records, approvals, reconciliations, and audit trails.
- Standardize documentation practices across Mundra Container Terminals.

Statutory & Regulatory Compliance and Revenue Assurance

- Ensure compliance with applicable Customs, Port, DGFT, and other statutory or regulatory requirements for Import, Export, and Transshipment containers.
- Ensure timely and accurate processing of manifests, discharge and load information, transshipment permissions, EDI transactions, and other prescribed submissions.
- Coordinate with Customs, port authorities, shipping lines,



and relevant internal stakeholders for compliance matters and exception resolution.
- Lead compliance reviews and audits, maintain required records, and ensure timely closure of observations and corrective actions.
- Ensure every billable service performed by the terminal is captured accurately and transferred for billing without omission.
- Coordinate with Operations, Planning, Yard, Gate, Reefer, Commercial, Finance, and Billing teams to reconcile service delivery records against billed transactions.
- Conduct periodic exception reviews and reconciliations to prevent revenue leakage and resolve missed or disputed charges.
- Maintain controls for chargeable activities such as reefer services, shifting and re-handling, extra lifts, OOG or special handling, bundling or unbundling, special equipment deployment, and other value-added services.

Customer Query & Service Management

- Act as the primary escalation point for customer queries, complaints, and service requests across Mundra Container Terminals.
- Ensure timely resolution of queries relating to documentation, container status, gate transactions, billing, vessel operations, and service delivery within agreed SLAs.
- Coordinate cross-functional investigation and closure, communicate progress proactively, and maintain complete query and corrective-action records.
- Review recurring concerns and lead preventive or process-improvement actions to enhance customer experience.
- Act as the terminal focal point for insurance-related cargo claims and liability matters.
- Coordinate with customers, shipping lines, surveyors, insurers, Legal, Operations, Finance,



and other stakeholders for evidence, surveys, reports, and responses.
- Analyze claim trends and drive preventive measures to reduce recurrence and financial exposure.

Digitization, Automation & Process Excellence

- Drive digitization and automation of Documentation, Customer Service, and Gate workflows to improve efficiency, control, transparency, and customer experience.
- Lead paperless workflows, electronic approvals, online customer services, system-based controls, and automated status or exception notifications.
- Improve integration and data flow among Documentation, Gate Operations, Vessel Planning, Billing, Customs-facing processes, and the Terminal Operating System.
- Promote adoption of suitable technologies such as OCR, RFID, E-Gate, customer portals, and digital dashboards were approved and applicable.
- Identify process bottlenecks, reduce manual interventions, and monitor advantages through measurable turnaround-time and quality improvements.

Cross-functional & External Stakeholder Coordination

- Coordinate closely with Operations, Planning, Yard, Gate, Rail, Commercial, Finance, IT, Legal, and Billing teams.
- Maintain effective engagement with shipping lines, customers, CHAs, freight forwarders, Customs, surveyors, insurers, and other relevant agencies.
- Ensure customer commitments, statutory requirements, commercial controls, and operational priorities remain aligned.

Educational Qualification:

- Graduate qualification in Logistics, Supply Chain, Shipping, Operations, or Business Administration is preferred.
- Significant experience in container terminals, shipping, logistics, port operations, documentation, customer service, statutory compliance, or related functions.
- Demonstrated leadership experience managing cross-functional teams and customer-facing operational processes.

Work Experience 10-15 years of work experience in relevant field.

📌 Head – Customer Service & Documentation (Mundra)
🏢 Adani Enterprises
📍 Mundra