FILING INFORMATION Designation Manager – Customer Service Department Customer Service Location Panipat Position reports to PFT Head ROLES & RESPONSIBILITIES Key responsibilities
Driving overall company goals and objectives through Customer Service
Contributing to the Terminal’s goals by reinventing and sharpening processes
Driving a ‘Customer First’ culture within the organization
Owning customer-level forecasts and projections for the Terminal
Effective coordination inter-department within the terminal and with other stakeholders
Effective coordination with shipping lines to create demand for laden and empty containers.
Managing a team of Customer Service staff at the terminal
Overseeing Customer Service Processes to ensure that team goals are consistently being met.
Reviewing team performance against the goals and other initiatives that may be defined from time-to-time.
Exception handling
Ticket management on the CRM system
Driving DP World’s digital initiatives
Ensuring continuity of the Customer Satisfaction surveys
Enabling continuous open dialogue, discussion, in the interest of closure of issues
Supporting transformational initiatives
Maintaining Management Information systems for effective decision-making for the PFT Head and management
QUALIFICATIONS & COMPETENCIES
Good Communication skills in English and Hindi languages both oral and written.
Graduate degree in any stream
Excellent command in Customer Service operations
Minimum of 2 years’ team management experience
Minimum of 5 years’ experience in Logistics: Rail / Ocean freight
