Executive - Customer Service

• Update to the customer about their shipments.
• To communicate with the Inner stack to resolve customer queries.
• Maintain a database of Customers for analysis internally.
• Continuous communication with transport/operations/ICD OPS yard officials to serve our customers.
• Quick response to the customers about their queries.
• Escalate critical matters for immediate resolution to the concern desk.
• Adhere to established SOPs and SOPs to be reviewed from time to time

Key responsibilities

• Sharing Railing details with the customers regarding their Export / Import Shipments.
• Updating customers twice a day regarding train running/port arrival status.
• Sending Buffer shifting updates to the customers daily.
• Updating customers about the vehicles held at the factory daily. The idea is to ensure the fast turnaround of the vehicles.
• Empty repo plan share & coordination with the TPT desk.
• Factory stuffing & DE stuffing plan shared with TPT desk.
• Container placement job order arrangement from line surveyor & handover to TPT desk.
• Assistance to the Sales team by sending emails regarding Terminal and Rail tariffs to customers.
• Arranging KYC and GST details from all the new customers introduced by Sales.
• Sending Notice to trade as & when required.
• Sending heads-up emails to the customers regarding their outstanding.
• Balance confirmation details are being sent to the customers which helps in reconciling their accounts with us for smooth clearance of the payments.
• Emails regarding confirmation of pre-deposit accounts.
• Replying day to day queries of the customers to ensure customer.
• Internal communication regarding the weekly collection target plan submitted by the Sales Team and further sharing the collection details v/s target collection details to the Finance team.
• Sending original Delivery orders received from the customers for their Import shipment to relevant colleagues.
• Sending in-transit details to customers for their shipments.
• Sharing arrival details with the customers/Shipping Lines as soon as the units reach our terminal for fast clearance of the cargo.

Qualification & competencies

• Good Communication skills in the English language, both oral and written.
• Qualified Graduation.
• Excellent command of Customer Services.