Job Title: Customer Engagement Manager
Location: APMT - Gateway Terminal India (GTI), Mumbai
Role Overview: As the Customer Engagement Manager for GTI, you will play a pivotal role in leading operational and commercial port administration. You will act as the primary point of contact for customers, ensuring the delivery of exceptional service and addressing any issues related to products and services. This role involves maintaining strong engagement with all customers, both internal and external, at the Terminal. You will be responsible for receiving, investigating, resolving, and responding to customer inquiries related to shipments, service delivery, claims, and disputes.
Role: Customer Engagement Manager for GTI (Gateway Terminal India)
Job Location: APMT - GTI (Gateway Terminal India) - Mumbai
Key Responsibilities:
Deliver World-Class Service: Ensure that all customers receive outstanding service, positioning yourself as the “voice of the customer” within the organization while safeguarding the company's interests.
Cross-Functional Collaboration: Work closely with Operations, Finance, IT, and other departments to deliver a seamless customer experience, ensuring all functional teams contribute to high levels of customer satisfaction.
Customer Liaison: Maintain strong relationships with shipping lines, importers, exporters, and their agents, ensuring their needs are met promptly and effectively.
Communication and Coordination: Serve as the central point of communication between internal teams and customers, addressing inquiries and resolving issues in a timely manner.
Issue Resolution: Collaborate with the Billing and Claims departments to resolve customer issues efficiently, prioritizing urgent matters and ensuring deadlines are met.
Performance Monitoring: Implement and track key performance indicators (KPIs) such as Customer Satisfaction Survey, Net Promoter Score, and Customer Effort Score, regularly reporting these metrics to senior management.
Continuous Improvement: Contribute to the enhancement of methodologies, processes, and performance standards related to container terminal operations, ensuring the Terminal remains at the forefront of industry practices.
Compliance and Safety: Uphold regulatory labor provisions, HSSE policies and procedures, and Terminal rules, while contributing to ongoing improvements in these areas.
Transformation and Development: Engage with cross-functional teams on initiatives related to transformation and product development, ensuring smooth rollouts and successful adoption.
Data Management: Ensure the accuracy and quality of data within port administration systems, regularly updating customer records and other relevant information.
Self-Development: Commit to continuous learning and professional development, staying up to date with industry trends and best practices.
Additional Duties: Take on other tasks and responsibilities as needed to support the overall success of the Terminal and its customers.
This role is integral to ensuring that Gateway Terminal India maintains its reputation for delivering exceptional customer service and operational excellence. If you are passionate about customer engagement and have a strong background in port administration, we invite you to apply for this dynamic and challenging position.
Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.
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