Job Description
About Business
JOB DESCRIPTION
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.
Responsibilities
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
Qualifications
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.
