Customer Relationship Manager

Customer Relationship In-charge - 1 to 8

Responsibilities

Customer Relationship Executive

Contract Execution and Management

Effectively handle and manage contracts throughout their entire lifecycle, ensuring end-to-end execution. Monitor and track the release of Delivery Orders (DOs) to guarantee timely issuance once all required documents are cleared and outstanding issues are resolved. Administer quality-related settlements in strict accordance with contract terms and quality assessments. Ensure that contracts are properly and promptly closed upon completion.

Collections and Payments

Oversee the timely collection of cargo value from credit customers in line with contractual agreements. Ensure the collection of rent, applicable interest charges and contractual dues as outlined in contracts. Manage the collection of quality-related premium and penalty payments, maintaining alignment with contractual obligations.

Commercial Operations

Facilitate the prompt execution of contracts, efficient collection of payments, and the sharing of necessary documents to support successful shipment execution. Ensure timely delivery of invoices and debit notes, address customer grievances, and process refunds as per contractual agreements. Coordinate with third parties for contract execution, payment collection, laytime settlement, and contract closures.

Shipment Execution and Third Party Coordination

Oversee and ensure prompt delivery of invoices and debit notes to customers. Address customer grievances, inquiries, escalations, and requests with priority on customer satisfaction. Track and process customer refunds in strict adherence to contractual agreements. Facilitate timely contract signing, payment collection, and sharing of relevant documents for shipment execution. Supervise vessel discharge and customs clearance to ensure smooth operations. Collaborate with third parties for contract signing, payment collection, laytime settlement, and contract closures.

Compliance & Governance

Ensure strict adherence to standard contract terms, implementing controls to address any deviations. Maintain compliance with statutory requirements and other regulatory obligations.

Other Activities

Manage third-party transportation coordination and reconcile customer accounts. Oversee accounting-related tasks including ledger clearing, provision management, LC clearing, book hygiene, cargo aging management, inventory control, short closures, DO re-validations, and port book reconciliation. Review management information system (MIS) reporting as applicable. Coordinate with vessel agents and charter parties for efficient cargo discharge and customs clearance.

Digitization and Automation

Lead and execute comprehensive digitization strategies aimed at optimizing operational efficiency. Innovate and implement automation solutions to support the overarching organizational goals and strategy.

People and Team Engagement

Lead, inspire, and mentor the team to foster a culture of high performance. Drive employee engagement initiatives to maintain a positive workplace culture. Create an environment conducive to high employee retention by ensuring team satisfaction and facilitating professional development. Supervise and support the team in achieving operational objectives.

Qualifications

Education Qualification:

Candidates should possess a post-graduate degree (MBA) and have a minimum of 10+ years of relevant experience.