Adani Group: Adani Group is a diversified organization in India comprising 10 publicly traded companies. It has created a world class logistics and utility infrastructure portfolio that has a pan-India presence. Adani Group is headquartered in Ahmedabad, in the state of Gujarat, India. Over the years, Adani Group has positioned itself to be the market leader in its logistics and energy businesses focusing on large scale infrastructure development in India with O & M practices benchmarked to global standards. With four IG rated businesses, it is the only Infrastructure Investment Grade issuer in India. Ports & SEZ: Over the past few years, we have evolved from a traditional port operator to a leading integrated ports services provider. As the largest port organization for the past two decades,

we offer
a wide range of services including cargo handling, container terminal operations, logistics, port infrastructure development, and maintenance. Our expertise extends to multimodal transport solutions, customs clearance, port security, and environmental sustainability, positioning us as a key player in global trade and logistics. Job Purpose: This role is responsible for developing and maintaining strong relationships with Shipping Lines, CFS operators, and other port stakeholders. The incumbent must provide day-to-day support to customers and stakeholders by handling queries, resolving operational issues, coordinating with internal departments, and ensuring smooth stakeholder experience. The role primarily focuses on customer satisfaction, service quality, issue resolution, stakeholder engagement, and continuous improvement of customer-facing processes.

Key Responsibilities

Key Responsibilities
• Drive a customer-centric culture across the terminal.
• Develop and maintain robust relationships with shipping lines and trade partners.



Ensure prompt and professional communication with all stakeholders.
• Manage customer complaints, escalations, and service-related issues. Ensure closure of complaints within defined service levels.
• Regular engagement with customers to understand their requirements and expectations. Monitor customer satisfaction levels and identify opportunities for service enhancement.
• Coordinate with Internal Stakeholders to address customer requirements.
• Register, track, and resolve customer complaints and service issues. Escalate unresolved matters to Terminal Head as required.
• Ensure timely investigation, root cause analysis of customer complaints, identify recurring issues & support permanent resolution.
• Provide customer feedback to operational teams for service enhancement.
• Assist in implementing customer service improvement initiatives. Promote digital adoption and self-service solutions among customers.
• Identify service gaps and implement corrective actions.
• Intimation and settlement of Damage container claims and follow up with the insurance company and customer.
• Budgeting and MIS Control of the terminal expenditure. Verification & processing of Business Partners’ invoices, submission of provisions to finance.
• Creation of PRs, SES, reservations, quality inspections in SAP, co-ordination for PO & material receipts.
• Processing of e-NFA in internal portal for management approvals of claims, settlements, waivers, budgets etc.
• MIS reporting & other miscellaneous assistance to terminal head as required from time to time. Key Performance Indicators (KPIs)
• Customer inquiry response time.
• Customer complaint resolution time.
• Reduction in recurring customer issues.
• Customer Satisfaction Score (CSAT). Educational Qualification: BSc,/B Tech/PGDCA/MBA Work

Experience:
8-12 years of experience in container related operations.

📌 Customer Relationship Manager (Mundra)
🏢 Adani Ports and SEZ
📍 Mundra