Assistant Manager - Customer Services

Adani Transmission (ATL); Mumbai; On-site; INR 600,000 - 800,000; Full time

Job summary

Adani Transmission (ATL) is seeking a Customer Services professional to manage inquiries, document shipments, and coordinate with operations and billing teams. The role focuses on delivering prompt, accurate responses and maintaining strong client relationships within the ports and shipping domain.

The ideal candidate has a background in logistics or related fields and 3–4 years of experience in customer service, with a proven ability to improve customer satisfaction and manage key accounts.

Qualifications

• Bachelor's degree in Logistics, Supply Chain, Business Administration, or a related field.
• Minimum 3-4 years of experience in customer service, account management, or logistics, preferably in ports or shipping.
• Proven track record in managing key accounts and improving customer satisfaction metrics.

Responsibilities

• Respond promptly and professionally to customer inquiries regarding cargo status, schedules, and service offerings.
• Log, track, and follow up on customer service requests using CRM systems to ensure timely resolutions.
• Address cargo handling delays and operational issues, escalating complex problems when needed.
• Act as liaison between customers and internal departments to coordinate information efficiently.
• Provide real-time updates to customers on shipment status and changes.
• Maintain accurate records of customer interactions and service requests in the CRM.
• Assist customers with queries related to port regulations and documentation.
• Gather and share customer feedback with management to improve service quality.
• Keep up with digital and AI advancements to enhance business competitiveness.

Skills

Customer service

Account management

Logistics

CRM systems

Regulatory compliance

Data management

Education

Bachelor's degree in Logistics, Supply Chain, Business Administration, or a related field.

Tools

CRM systems

Job description

Educational Qualification

Bachelor s degree in Logistics, Supply Chain, Business Administration, or a related field.

Work Experience

Minimum 3-4 years of experience in customer service, account management, or logistics, preferably within the ports or shipping industry.

Proven track record in managing key accounts and improving customer satisfaction metrics.

Customer Inquiry Handling

Respond promptly and professionally to customer inquiries regarding cargo status, shipping schedules, and service offerings, ensuring a positive customer experience.

Customer Request Processing

Log, track, and follow up on customer service requests using CRM systems, ensuring all inquiries are resolved in a timely and accurate manner.

Complaint Resolution

Address customer issues related to cargo handling, delays, and other operational concerns, escalating complex problems to higher levels when necessary.

Customer Relationship Management

Act as a liaison between customers and internal departments (such as operations, logistics, and billing) to coordinate and relay information efficiently.

Status Updates and Notifications

Provide real-time updates to customers on the status of their shipments, anticipated delays, or schedule changes, maintaining transparency throughout the cargo handling process.

Data Management and Reporting

Maintain accurate and up-to-date records of customer interactions, service requests, and resolutions in the CRM system.

Regulatory Compliance

Assist customers with queries related to port regulations, compliance requirements, and necessary documentation for cargo handling.

Customer Feedback Analysis

Gather and document customer feedback on service quality, identifying areas for improvement and sharing insights with management to enhance customer satisfaction.

Digital Mindset

Keep up with digital and AI advancements to enhance business and maintain competitiveness.

Key Stakeholders - Internal

• Lead - Customer Services
• Other Departments,
• Direct reportees

Key Stakeholders - External

• Prospective clients
• government and regulatory bodies
• Trade groups
• Comptetiors

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.