Customer Service Manager

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: Lead - Customer Services provides coordination with key customers and follow ups on their operations on a day-to-day basis. Important notifications, booking, execution and keeping a track of customer’s accounts,and driving customer complaints to resolution will be a part of this role.

Key Account Management:

Manage high-revenue customer accounts and strategic routes, ensuring timely resolution of complaints and delivering exceptional service.

Customer Request Processing:

Process and track customer requests/bookings systematically, ensuring timely execution and addressing any discrepancies.

Data Management and Reporting:

Maintain and report customer-specific data for performance reviews and share Daily Status Reports on cargo movements with customers.

Continous Process Improvement:

Identify and address process gaps to reduce inefficiencies and enhance customer delight.

Complaint Resolution:

Track and close customer complaints, monitor satisfaction levels, and ensure continuous improvement in service delivery.

Customer Relationship Management:

Maintain clear, consistent communication with both internal stakeholders and customer teams to meet expectations and resolve issues.

Regulatory Compliance:

Assist customers with queries related to port regulations, compliance requirements, and necessary documentation for cargo handling.

Digital Mindset:

Keep up with digital and AI advancements to enhance business and maintain competitiveness.

Team Development:

Promote a respectful and safe workplace, lead collaborative and productive teams, and mentor for growth and success.

 

Key Stakeholders - Internal:

COO - Ports, 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.

Full time Graduation/MBA degree in any specialization is preferable.

Work Experience:

Minimum 5-7 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

Senior Level