Assistant Manager - Customer Services

Adani Group; Panvel; On-site; INR 250,000 - 350,000; Full time

Job summary

Adani Group in Panvel, India, is looking for a Team Member - Customer Services to handle cargo inquiries, scheduling issues, and service requests. You will respond promptly, log interactions in CRM, and coordinate with operations and billing to keep customers informed.

This role supports regulatory compliance, tracks shipment statuses, analyzes feedback, and drives process improvements to deliver a seamless customer experience in a dynamic logistics environment.

Qualifications

• Bachelor's degree in logistics, supply chain, business administration, or a related field.

Responsibilities

• Respond to customer inquiries regarding cargo status, shipping schedules, and service offerings.
• Log, track, and follow up on service requests using CRM systems, ensuring timely resolution.
• Address cargo handling delays and operational issues, escalating when needed.
• Coordinate with operations, logistics, and billing to relay information efficiently.
• Provide real-time shipment updates and notify customers of delays or changes.
• Maintain accurate CRM records of interactions, requests, and resolutions.

Skills

Data management

Container tracking systems

Conflict resolution

Client relationship management

Education

Bachelor's degree in logistics, supply chain, or business administration

Job description

Purpose/Objective

Team Member - Customer Services supports customers by managing inquiries, resolving cargo and scheduling issues, and coordinating with internal teams to provide timely updates. This role ensures customer satisfaction, compliance with regulations, and contributes to process improvements for efficient service operations.

Key Responsibilities of Role

• 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

Technical Competencies

• Data Management and Record Keeping
• Container Tracking Systems
• Conflict Resolution and Issue Management
• Client Relationship Management

Qualifications and Experience

• 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.