Manager Customer Service and Operations (Mumbai)

About Industrial Projects Department

The Industrial Projects is dedicated to developing and managing industrial project business within a specified area. It focuses on cultivating sustainable relationships with corporate customers by responding to their needs and ensuring exceptional service delivery. The department collaborates internally to generate insightful reports, devise tailored solutions, and maintain efficient operational processes. With a robust emphasis on customer satisfaction, strategic planning, and operational excellence, the Industrial Projects Department plays a pivotal role in driving business growth.

Job Summary

As a Manager of Operations in IP, oversees daily operations, including cost approvals, vehicle placements, and cargo monitoring for timely project delivery. They coordinate bookings with carriers, ensure compliance with SRN and customer instructions, and provide real-time updates through MMS for effective decision-making. Emphasizing 100% accuracy in CW1 invoicing and E-billing is critical to meeting KPIs, ensuring operational efficiency, customer satisfaction, and project success.

Key Responsibilities

Impact

Directly impacts the Industrial Project Division by ensuring proper documentation and invoicing post-shipment execution, crucial for business completion.

Works with internal teams including DGF, customers, and overseas IP offices.

Problem Complexity/Process

Manages opening and closing of shipment files.

Ensures accuracy and correctness of shipping documents.

Maintains organized shipment files and records.

Coordinates with shippers/consignees for necessary documents.

Ensures timely and accurate billing following SOPs and achieves 100% accuracy in E-billing.

Collaborates with Overseas Agents/DHL Network offices for internal billing related to Industrial Projects and O&G; shipments.

Provides timely updates to customers on their requirements and shipment/project statuses.

Assists the pricing team as needed.

Ensures proper and time .