Senior Manager - Freight Forwarding and Customer Service
Adani Enterprises Ltd
Work from Office
Full Time
Min. 12 yearsJob Description
Senior Manager - Freight Forwarding
- Own and lead Key Account Management for high revenue and strategic customers and routes.
- Manage outsourced partnerships for operations & customer-facing voice processes
- Define and implement customer service strategies aligned with organizational goals.
- Ensure systematic and timely processing of customer requests and bookings.
- Act as the escalation point for critical customer complaints and ensure timely resolution.
- Identify process gaps and lead initiatives to reduce waste, improve efficiency, and enhance customer experience.
- Establish performance metrics and develop dynamic, interactive dashboards for customer service excellence and executive management review (including CEO-level presentations).
- Review customer-specific data, volume trends, and commodity analysis to drive continuous improvement and strategic business insights.
- Drive adoption of AI, digital tools, reporting systems, and visibility platforms to improve service transparency.
Operational Responsibilities
- Oversee preparation and sharing of Daily / Periodic Status Reports with customers.
- Oversee and manage timely submission of customer invoices.
- Oversee and manage timely vendor payments.
- Track and visualize NFA / vendor payment details, monitoring payment stages and statuses for improved financial oversight.
- Monitor and control customer booking versus execution performance, including container movements and ETA deviations.
- Ensure tracking, closure, and reporting of customer complaints, sales pipeline data, and satisfaction metrics.
- Drive adherence to SLAs, KPIs, and service commitments through automated reporting and integrated data solutions (e.g., Excel integrations, APIs, database linkages).
- Ensure accurate maintenance and reporting of customer-specific operational data.
- Ensure timely and accurate customer communication on shipment status, delays, documentation issues, and delivery updates.
People Management & Stakeholder Management Internal:
- Lead, mentor, and develop the customer service team.
- Ensure close coordination with Operations (terminal, rail, trucking, shipping), Sales, Techno-Commercial, Invoicing, IT / Data Management, and Finance teams to deliver superior service outcomes.
External:
- Maintain strong and proactive communication with customers and their teams.
- Build long-term customer relationships and act as a trusted business partner.
Key Interactions Internal Stakeholders
Operations, Sales, Finance, Invoicing, Techno-Commercial, IT / Analytics
External StakeholdersCustomers / Key Accounts / Shipping Line / CHA / Agents
Educational Qualification:- Full-time Graduation / MBA in any specialization
- 12+ years of experience in Customer Service / Freight Forwarding / Operations / Key Account Management, with proven leadership exposure.
- Strong exposure to customer handling, exception management, service delivery governance, and cross-functional stakeholder management.
- Experience in logistics, supply chain, containerized EXIM movement, or freight forwarding industry will be preferred.
- Strongly Preferred: Experience with data visualization, operational tracking, and managing dynamic performance dashboards for senior management.
Experience Level
Senior LevelJob role
Job requirements
About company
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