Customer Engagement Leader for Gateway Terminal India

3 weeks ago


Mumbai, Maharashtra, India APM Terminals Full time

Job Title: Customer Engagement Manager
Location: APMT - Gateway Terminal India (GTI), Mumbai

As a key member of our team, you will play a pivotal role in delivering exceptional customer service and operational excellence. Your primary responsibility will be to lead the operational and commercial port administration, ensuring seamless customer experiences.

Key Responsibilities:

  1. 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.
  2. 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.
  3. Customer Liaison: Maintain strong relationships with shipping lines, importers, exporters, and their agents, ensuring their needs are met promptly and effectively.
  4. Communication and Coordination: Serve as the central point of communication between internal teams and customers, addressing inquiries and resolving issues in a timely manner.
  5. Issue Resolution: Collaborate with the Billing and Claims departments to resolve customer issues efficiently, prioritizing urgent matters and ensuring deadlines are met.
  6. 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.
  7. 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.
  8. Compliance and Safety: Uphold regulatory labor provisions, HSSE policies and procedures, and Terminal rules, while contributing to ongoing improvements in these areas.
  9. Transformation and Development: Engage with cross-functional teams on initiatives related to transformation and product development, ensuring smooth rollouts and successful adoption.
  10. Data Management: Ensure the accuracy and quality of data within port administration systems, regularly updating customer records and other relevant information.
  11. Self-Development: Commit to continuous learning and professional development, staying up to date with industry trends and best practices.
  12. 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.



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