Associate Manager - Customer Services

Adani Ports and SEZ; Ahmedabad District; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Adani Ports and SEZ is seeking a seasoned Customer Service professional to act as the primary contact for customers, manage cargo status updates, and ensure compliance with documentation and SOPs. The role involves coordinating with shipping lines, CHA, and internal teams to deliver seamless cargo handling.

The ideal candidate has 5–7 years in sales within CFS/logistics, with familiarity in EDI systems and shipping line coordination. Based in Ahmedabad, India.

Qualifications

• 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.

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.
• Liaise with shipping lines, CHA (Custom House Agents), transporters, and internal teams for smooth cargo handling.
• Coordinate with operations and billing teams to resolve discrepancies and ensure accurate invoicing.
• Handle customer complaints and service issues promptly and professionally.
• Prepare daily/weekly reports on customer service performance and cargo movement.

Skills

Communication

Interpersonal skills

Education

Bachelor’s degree in Business Administration or Logistics

Tools

EDI systems

Job description

• 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.
• First level of escalation to ensure resolution of customers queries and overall customer satisfaction.
• Documentation & Compliance:
• Co-ordinate shipments and mentor team to meet all customer SOP requirements.
• Co-ordinate with documentation team for shipping documents framework.
• Ensure compliance with customs regulations and CFS operational procedures.
• Coordination:
• Liaise with shipping lines, CHA (Custom House Agents), transporters, and internal teams for smooth cargo handling.
• Coordinate with operations and billing teams to resolve discrepancies and ensure accurate invoicing.
• Handle customer complaints and service issues promptly and professionally.
• Escalate unresolved issues to the concerned department or manager.
• Reporting & Record Keeping:
• Maintain accurate records of customer interactions, cargo status, and documentation.
• Prepare daily/weekly reports on customer service performance and cargo movement
• Strong communication and interpersonal

Responsibilities

• Customer Interaction & Support:
• 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.
• First level of escalation to ensure resolution of customers queries and overall customer satisfaction.
• Documentation & Compliance:
• Co-ordinate shipments and mentor team to meet all customer SOP requirements.
• Co-ordinate with documentation team for shipping documents framework.
• Ensure compliance with customs regulations and CFS operational procedures.
• Coordination:
• Liaise with shipping lines, CHA (Custom House Agents), transporters, and internal teams for smooth cargo handling.
• Coordinate with operations and billing teams to resolve discrepancies and ensure accurate invoicing.
• Issue Resolution:
• Handle customer complaints and service issues promptly and professionally.
• Escalate unresolved issues to the concerned department or manager.
• Reporting & Record Keeping:
• Maintain accurate records of customer interactions, cargo status, and documentation.
• Prepare daily/weekly reports on customer service performance and cargo movement

Skills & Competencies

• Strong communication and interpersonal

Qualifications

• 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.