Customer Service Executive - Rail and Inland Terminals

Executive - Rail & Inland Terminals - Pali

Role title - Executive - Customer Service - Rail & Inland Terminals 
Job Location - Pali
Position reports to - Manager - Customer Service

Primary Objectives 
1.    Update to the customer about their shipments.
2.    To communicate with the Internal stakeholders in getting desired info for resolving customer queries. 
3.    Maintain a database of Customers for analysis internally.  
4.    Continuous communication with transport/operations/ICD OPS yard officials to serve our customers.
5.    Quick response to the customers about their queries.
6.    Escalate critical matters for immediate resolution to the concern desk.
7.    Adhere to established SOPs and SOPs to be reviewed from time to time.

Job Responsibilities 
1.    Sharing Railing updates with customers regarding the Export / Import Shipments.
2.    Updating customers on regular basis regarding train running/port arrival/ICD arrival status 
3.    Coordinating with internal stakeholders for information required for further updation to customers.
4.    Coordinating with customers for release of vehicles held at factory for faster turnaround and maximum utilization.
5.     Transport planning to be shared with transport desk on daily basis for both Export & Imports.  
6.    Container placement job order arrangement from line surveyor & handover to TPT desk for movement planning for both factory stuffing and empty repo
7.    Attending daily internal meetings for rail planning to have visibility of incoming rakes arriving at terminal and outbound rakes going towards port for sharing the plan with customers 
8.    Compare monthly projected volumes against actuals done customer wise and analyze trends for major gaps (if any) .
9.    Assistance to the Sales team by sending emails regarding Terminal and Rail tariffs to customers.
10.    On boarding new customers by arranging KYC documents once relevant details are shared by Sales Team. 
11.    Sending Notice to trade as & when required.
12.    Coordinating with finance team in getting the visibility for outstanding and overdue for smooth rail out/gate out of shipments
13.    Engaging in regular customer meetings and taking feedback for review of service levels.
14.    Registering cases in CRM module for customer complaints with respect to issues highlighted and coordinating with internal stakeholders and customers for resolution within TAT
15.    Replying day-to-day queries of the customers to ensure customer. 
16.    Sending original Delivery orders received from the customers for their Import shipment to relevant colleagues. 
17.    Sending in-transit details to customers for their shipments.
18.    Sharing arrival details with the customers/Shipping Lines as soon as the units reach our terminal for fast clearance of the cargo

Qualifications & Competencies 
•    Good Communication skills in the English language, both oral and written.
•    Qualified Graduation.
•    Excellent command of Customer Services.

Experience Level

Executive Level