DP World

Manager - Customer Service - Rail & Inland Terminals - Panipat

DP World Panipat, Haryana, India

DP World

Manager - Customer Service - Rail & Inland Terminals - Panipat

DP World Panipat, Haryana, India
1 week ago
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Job Description

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

  • Seniority level

    Mid-Senior level

  • Employment type

    Full-time

  • Job function

    Other

  • Industries

    Transportation, Logistics, Supply Chain and Storage

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