Assistant Manager - Customer Services

About the role

The Assistant Manager – Customer Services will support customers by managing inquiries, resolving cargo and scheduling issues, and coordinating with internal teams to provide timely updates. The role ensures customer satisfaction, regulatory compliance, and contributes to process improvements within Adani Group’s port and logistics operations.

Key responsibilities

• Respond promptly and professionally to customer inquiries regarding cargo status, shipping schedules, and service offerings.
• Log, track, and follow up on customer service requests using CRM systems, ensuring timely and accurate resolution.
• Address customer issues related to cargo handling, delays, and operational concerns, escalating complex problems when necessary.
• Act as a liaison between customers and internal departments such as operations, logistics, and billing.
• Provide real‑time updates on shipment status, anticipated delays, or schedule changes.
• Maintain accurate records of customer interactions, service requests, and resolutions in the CRM system.
• Assist customers with queries related to port regulations, compliance requirements, and necessary documentation.
• Gather and document customer feedback, identify improvement areas, and share insights with management.
• Stay informed about digital and AI advancements to enhance service delivery.

Required profile

• Experience handling customer inquiries in a logistics or port environment.
• Ability to log and track service requests using CRM systems.
• Strong communication skills to coordinate between customers and internal teams.
• Capability to analyze customer feedback and suggest process improvements.
• Awareness of port regulations and documentation requirements.

Required skills

• CRM systems