Deputy Manager - Customer Services

Deputy Manager - Customer Services

About Business:

Adani Group: Adani Group is a diversified organisation 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: 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.

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

 

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.

Experience Level

Mid Level