Customer Engagement Partner

APM TerminalsPosition Title Customer Experience Partner Location APM Terminals Pipavav GPPL Gujarat Reporting To Customer Engagement ManagerAbout APM TerminalsAPM Terminals a part of A P Moller Maersk is one of the worlds leading terminal operators operating a global network of ports and inland services We enable global commerce through smart and sustainable logistics infrastructure connecting economies and people with efficiency and care About APM Terminals Pipavav GPPL APM Terminals Pipavav is one of Indias leading gateway ports for containers bulk and liquid cargo Strategically located in Gujarat it serves the key industrial regions of Gujarat Maharashtra and Madhya Pradesh With world-class infrastructure and seamless multimodal connectivity GPPL plays a critical role in facilitating trade for India s western corridor Role OverviewWe are seeking an experienced Customer Experience Manager to own and drive customer satisfaction and engagement for both container and non-container clients at APM Terminals Pipavav This role serves as the first point of contact for customersxe2x80x94including Shipping Lines NVOCCs BCOs and Customsxe2x80x94ensuring a high level of service swift issue resolution and strategic relationship management Key ResponsibilitiesCustomer Ownership End-to-end management of customer experience across all touchpoints with a focus on NPS CES and outstanding recovery Client Engagement Build and maintain relationships with Shipping Lines NVOCCs BCOs Shipping Agents and Customs authorities at the port Sales Collaboration Identify and share sales opportunities with the sales team reporting manager to support pipeline development Operational Coordination Stay closely connected with internal stakeholders such as Port Operations Marine and others to maintain daily situational awareness Customer Issue Resolution Proactively address customer queries and complaints with a solution-oriented mindset Port Visits Host and manage commercial visits of key clients showcasing operational capabilities and building strategic relationships CRM Utilization Ensure timely updates and management of customer data in Salesforce resolve CRM issues and maintain customer records Kaizen VAS Initiatives Act as a pillar for continuous improvement and innovation through Kaizen and Value-Added Services VAS programs Qualifications ExperienceExperience Minimum 7 years in customer management preferably in a commercial or terminal environment Regional Exposure Proven commercial exposure and relationship-building experience in Gujarat Maharashtra and MP trade communities Education A Masters degree in Business Administration or Management is highly desirable Stakeholder Management Prior experience in liaising with government and regulatory agencies is advantageous Communication Skills Strong verbal and written communication skills in English and the local language Excellent interpersonal and negotiation abilities CRM Expertise Familiarity with CRM tools such as Salesforce is an added advantage Leadership Initiative Demonstrates strong leadership influencing skills and the ability to work proactively towards business goals Analytical Time Management Strong data interpretation planning and organizational skills Able to thrive in a fast-paced dynamic environment Integrity Confidentiality Must maintain high ethical standards and handle company data with discretion This role is based in Pipavav and is primarily domestic in scope 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 We are happy to support your need for any adjustments during the application and hiring process If you need special assistance or an accommodation to use our website apply for a position or to perform a job please contact us by emailing