Assistant Customer Service Manager

Adani Ports and SEZ; Ahmedabad District; On-site; INR 650,000 - 950,000; Full time

Job summary

Adani Ports and SEZ in Ahmedabad district seeks an experienced Customer Service Manager to oversee import/export cargo coordination at the Container Freight Station. You will ensure smooth interactions between customers, shipping lines, CHA, transporters, and internal departments to deliver an exceptional customer experience while complying with regulatory requirements.

The role focuses on accurate documentation, timely cargo status updates, and efficient resolution of service queries, with a

Qualifications

• Bachelor’s degree in Business Administration, Logistics, or related field.
• 5–7 years of sales experience within CFS, logistics, or freight forwarding industry.
• Familiarity with EDI systems and shipping line coordination is an advantage.

Responsibilities

• Act as the primary point of contact for customers regarding cargo status, documentation, and service queries.
• Provide timely updates on container movement, clearance status, and delivery schedules.
• Coordinate with shipping lines, CHA (Custom House Agents), transporters, and internal teams for smooth cargo handling.
• Maintain accurate records of customer interactions, cargo status, and documentation.

Skills

Customer service

Communication

Team coordination

Education

Bachelor's degree in Business Administration or Logistics

Tools

EDI systems

Job description

To ensure smooth coordination and communication between customers, shipping lines, transporters, and internal departments for efficient handling of import/export cargo at the Container Freight Station. The role focuses on delivering excellent customer experience while maintaining compliance with operational and regulatory requirements.

Key Responsibilities of Role

1. Customer Interaction & Support:

• o Act as the primary point of contact for customers regarding cargo status, documentation, and service queries.
• o Provide timely updates on container movement, clearance status, and delivery schedules.
• o First level of escalation to ensure resolution of customers queries and overall customer satisfaction.

2. Documentation & Compliance:

• o Co-ordinate shipments and mentor team to meet all customer SOP requirements.
• o Co-ordinate with documentation team for shipping documents framework.
• o Ensure compliance with customs regulations and CFS operational procedures.

3. Coordination:

• o Liaise with shipping lines, CHA (Custom House Agents), transporters, and internal teams for smooth cargo handling.
• o Coordinate with operations and billing teams to resolve discrepancies and ensure accurate invoicing.
• o Handle customer complaints and service issues promptly and professionally.
• o Escalate unresolved issues to the concerned department or manager.

5. Reporting & Record Keeping:

• o Maintain accurate records of customer interactions, cargo status, and documentation.
• o Prepare daily/weekly reports on customer service performance and cargo movement

Strong communication and interpersonal

Qualifications and Experience

• Bachelor’s degree in Business Administration, Logistics, or related field.
• Experience: 5-7 years in sales within CFS, logistics, or freight forwarding industry.
• Familiarity with EDI systems and shipping line coordination is an advantage.