Assistant Manager - Customer Services

About the Organization

The Adani Group is a multifaceted Indian corporation comprising ten publicly traded companies. Headquartered in Ahmedabad, Gujarat, it has established a premier logistics and utility infrastructure portfolio across India. Known as a leader in logistics and energy sectors, Adani Group emphasizes large-scale infrastructure development supported by global-standard operations and maintenance practices. It stands out as India's sole Infrastructure Investment Grade issuer with four investment-grade rated businesses.

Within its Ports & SEZ division, the group has transitioned from a conventional port operator to a comprehensive integrated port services provider. It offers diversified services including cargo handling, container terminal operations, port infrastructure development and maintenance, logistics, multimodal transport, customs clearance, port security, and environmental sustainability solutions. This broad expertise positions the division as a significant contributor to global trade and logistics.

Job Purpose

The Assistant Manager - Customer Services plays a key role in supporting customers by handling inquiries related to cargo and scheduling, resolving operational issues, and collaborating across internal teams to facilitate timely communications. This role aims to ensure high customer satisfaction, regulatory compliance, and drives enhancements for more efficient service delivery.

Roles and Responsibilities

• Respond swiftly and professionally to customer queries concerning cargo status, schedules, and service options to deliver excellent customer experience.
• Record, track, and manage customer requests diligently in the CRM to ensure prompt and accurate resolution.
• Resolve customer complaints about cargo handling delays or operational problems; escalate complicated matters when necessary.
• Serve as an intermediary between customers and internal departments like operations, logistics, and billing to maintain seamless communication.
• Issue timely updates about shipment statuses, delays, and schedule alterations, ensuring transparency throughout the cargo handling cycle.
• Keep comprehensive, current logs of customer interactions, requests, and outcomes within CRM systems.
• Facilitate customer inquiries regarding port regulations, compliance standards, and required documentation for cargo movement.
• Collect and document customer feedback on service quality, providing insights to management for continuous improvement.
• Stay informed on digital and artificial intelligence trends to support business innovation and competitiveness.

Educational and Professional Qualifications

• Bachelor’s degree in Logistics, Supply Chain, Business Administration, or closely related disciplines.
• At least 3 to 4 years of experience in customer service, account management, or logistics, with a preference for exposure in ports or shipping sectors.
• Proven experience managing key accounts and enhancing customer satisfaction outcomes.

Key Stakeholders

• Internal: Lead - Customer Services, other departments, direct reportees.
• External: Prospective clients, government and regulatory bodies, trade groups, competitors.