Associate Manager - Customer Services

Purpose/Objective

To ensure smooth coordination and communication between customers, shipping lines, transporters, and internal departments for efficient handling of import/export cargo at the Container Freight Station.
The role focuses on delivering excellent customer experience while maintaining compliance with operational and regulatory requirements.

Key Responsibilities of Role

1.
Customer Interaction & Support: o Act as the primary point of contact for customers regarding cargo status, documentation, and service queries.
o Provide timely updates on container movement, clearance status, and delivery schedules.
o First level of escalation to ensure resolution of customers queries and overall customer satisfaction.
2.
Documentation & Compliance: o Co-ordinate shipments and mentor team to meet all customer SOP requirements.
o Co-ordinate with documentation team for shipping documents framework.
o Ensure compliance with customs regulations and CFS operational procedures.
3.
Coordination: o Liaise with shipping lines, CHA (Custom House Agents), transporters, and internal teams for smooth cargo handling.
o Coordinate with operations and billing teams to resolve discrepancies and ensure accurate invoicing.
4.
Issue Resolution: o Handle customer complaints and service issues promptly and professionally.
o Escalate unresolved issues to the concerned department or manager.
5.
Reporting & Record Keeping: o Maintain accurate records of customer interactions, cargo status, and documentation.
o Prepare daily/weekly reports on customer service performance and cargo movement .
Skills & Competencies: • Strong communication and interpersonal

Technical Competencies

Client Relationship Management,Contract Management,Customer Data Management,Lead Generation

Qualifications and Experience

- Bachelor’s degree in Business Administration, Logistics, or related field.
- Experience: 5-7 years in sales within CFS, logistics, or freight forwarding industry.
- Familiarity with EDI systems and shipping line coordination is an advantage.