Purpose/Objective This position is responsible for providing exceptional service to customers, addressing inquiries, resolving issues, and ensuring a positive customer experience.
Key Responsibilities: of Role Customer Relationship in-charge Contract Execution and Management - Handle and manage strategic contracts effectively and in a timely manner. - Track and ensure the timely release of Delivery Orders (DOs) after clearing all required documents and resolving any outstanding issues. - Manage quality-related settlements according to contract terms and quality assessments. - Ensure proper and timely closure of contracts upon their completion.
Collections and Payments - Manage the timely collection of cargo value from credit customers according to contractual terms. - Ensure the collection of plot rent and interest charges as per contractual agreements. - Handle the collection of quality-related premiums and penalty payments. Commercial Operations - Facilitate the timely execution of contracts, collection of payments, and distribution of relevant documents for successful shipment execution. - Manage and ensure the timely delivery of invoices and debit notes, address customer grievances, and process refunds according to contractual agreements. - Coordinate with third parties for contract execution, payment collection, laytime settlement, and contract closures. Other Activities - Manage third-party transportation coordination and customer account reconciliation. - Oversee accounting-related tasks, including ledger clearing, provisions, LC clearing, book hygiene, cargo ageing management, inventory control, short closures, DO re-validations, and port book reconciliation. - Review management information system (MIS) reports as needed. - Coordinate with vessel agents and charterers for the smooth discharge of cargo and customs clearance. Digitisation and Automation - Lead and execute comprehensive digitization strategies to optimize operational efficiency. - Innovate and implement automation solutions in line with organizational goals and strategy. People and Team Engagement - Lead, inspire, and mentor the team to foster a high-performance culture. - Drive and enhance employee engagement to sustain a positive workplace culture. - Create an environment conducive to high employee retention, ensuring team satisfaction and professional development. - Supervise and support the team in achieving operational goals. - Key Stakeholders Internal: - Marketing - Operations - Finance and accounting - Legal - Custom - Key Stakeholders External: - Customers - Suppliers/ Vendors - Government Agencies - Third party service providers Technical Competencies Contract Management-NR,Inventory Management-NR,Letter of Credit (LC) Management-ICM,Market and International Trade Knowledge-NR,Product Knowledge-ICM,Risk Assessment and Mitigation-NR,Shipping and Logistics Knowledge-NR Qualifications and Experience Education Qualification: Post-Graduation Work Experience (Range of years): 8+ Years of experience