Assistant Manager - Customer Service - Economic Zones - Chennai

ROLES & RESPONSIBILITIES

Job Purpose/Objective

Ensure smooth CRM Operations covering CHA/ Unit Holders and Direct Clients of ICBP.

Responsible for timely inbound and outbound Operations of every customers handled and ensure zero escalations and also having rapport with customers for Biz continuity and customer satisfaction for further Biz Growth.

Key responsibilities

Pre-alert follow ups & Documents:

• Pre-alert follow-ups with customers, To Cross check the pre alert i.e. Commercial invoice, packing list, Bill of lading or AWB details i.e. Description, weight, volume, Shipper, consignee, package details should match/ Updating of shipments in Cargoes

CHA Coordination:

• Pre-alert documents to be shared to regulatory team / CHA vendors for checklist preparation, verification, inbound & outbound filing / in conjunction with Regulatory team /Follow-ups with CHA for IGM instruction, Bond readiness, Container deposit, DO follow-up, DRF, Form-13, BOE filing, SB processing & assessment completion.

Forwarder & Liner Coordination's:

• Coordinate with freight forwarders & Liners for timely sharing of pre-alert documents (AWB/BL, Invoice, Packing List, etc.) for timely filing of the customs manifest. Cross-check whether the IGM manifest is filed for sea shipment. - Confirm ETA and ensure timely handover to CHA for clearance.

Documents validations:

• If any documents are mismatched or incorrect, immediately follow up with the customers/CHA/Regulatory to obtain revised/corrected documents. - Escalate if delays occur that may impact filing or clearance.

Proof of Inward & Outward photos to client:

• Effective immediately, please ensure that photos of both inward and outward movements are captured and shared with the customer at every stage. Photos must be shared via email or designated customers through WhatsApp group.

Operations Coordination - Material picking, packing, and dispatch planning:

• Ensure coordination for timely execution based on the customer's required schedule & coordinate for timely dispatch the cargo

Follow-ups for operation team for GRN & Ship completion in WMS.

• Stock report & Occupancy report need follow-ups ops team & have share with customers bi weekly basis

Transport Coordination:

• Follow up with both customer's transporter and our transporter for vehicle movements:

• PORT to FTWZ

• FTWZ to multiple delivery locations

• Follow-ups with transport team for vehicle placement on time with all commercial agreed with customer & procurement team.

• Coordination for liner feedback forms for all empty drop offs with transport team for getting the refund amount from Liner & forwarders.

Day to Day reports

• All reports like DSR must be accurate, updated in real-time, and aligned with system data. Share via email or designated group as per customer preference. Reports need to share on daily, Weekly or monthly bases depends on customer requirements.

SSR request for activity:

• Ensure SSR is submitted on time to operations to execute for any addl activities

• SSR should include all necessary details: activity date, type, customer name, cargo reference, and any remarks

• This process is critical for accurate and timely billing.

Billing and Collection Coordination:

• Supporting the Finance and accounts on Revenue Realisation and Follow-ups for Overdue accounts

QUALIFICATIONS & COMPETENCIES

Educational Qualification

Required Experience

Skills and Competencies

Any Degree with PG and Logistics Background or MBA- Logistics,

Around 5-10 years of experience, of which at least 5 years CRM Role in Logistics Industry

CRM - Software, SAP, ERP and TMS

MS-Office , Emails, Strong Oral and Written Communication Skills, Able to deal with Over-seas Customers and Proactive approach and with strong follow-up skills

INTERNAL TRAINING REQUIREMENTS

HSE Team

CRM & Operations

Regulatory

• HSE Training

• CARGOES,WMS,OTM & ZMS

• Customs Related

Stakeholder

Internal: BIZ/Operation/ Regulatory/CHA/Transport/ HSE/ADMIN/Security

External: Customers/ Regulatory Authorities/ Vendors and Service Providers/ Transporters / CHA