Account Lead – Customer Relations

Ensures the timely delivery of import and export containers utilising preferred or line-approved routings while providing the highest level of customer satisfaction within a limited scope or area of responsibility. Maersk is looking for an experienced Senior customer service associate, with good knowledge of Ocean Import and Export Operations based out of Mumbai and reporting to Manager Customer Relations for Mumbai Container Freight Station. The incumbent will be responsible for leading the Customer Services for the Mumbai Container Freight Station based out at Nhava Sheva. We Offer: An excellent opportunity for the right candidate. You will be exposed to exciting challenges and development opportunities within Maersk. You will play a key role in evolving the Mumbai Container Freight Station and get hands on experience in conceptualizing, implementing end-to-end supply chain solutions for customers with exposure to best practices & technology enablers. Furthermore, you will work in a Great Place To Work in a multi-cultural environment driven by Values, Customer and People Orientation. You will engage with multiple internal and external stakeholders which will greatly enhance your people network, business understanding and product solutions Key Responsibilities: Work to ensure seamless transition and service to customers post on-boarding in association with Sales Coordinate across functions to manage service and escalations and be the face to customer with timely execution Monitor and ensure adherence to credit terms and timely tariff updating, billing and invoicing Gather market insights through engagement with customers with regular updation of information, data in MIS reports. Prepare and maintain presentations and weekly and monthly performance reports for accounts/customers/region Co-ordinate and drive the process improvement in local CFS system to get the maximum benefit of automation and reduce dependence of manual work. Follow the highest safety standards with no compromise. Understand and promote the importance of Safety by observing and supporting all safety initiatives strictly and demonstrate commitment towards safety Gain knowledge from day to day CFS operations for better understanding of CFS business Develop and maintain intimate, yet professional, relationship with customers and decision makers of cargo movements, both in-house and 3rd party Work to proactively expand the business on existing customers/accounts/region with data being feedback to Sales Cross selling, upselling of the CFS products, regular lead generations by cold calling Regularly review the competitive scenario in the local market and identify threats/opportunities for future growth potential Key Performance Indicators (Individual): Customer Retention Customer Orientation & Enrichment Sales Support Cross Selling & Upselling Lead generation We look for: In depth understanding of Ocean Import & Export business preferably with 2-3 years experience in freight forwarding, indoor sales or air cargo Customer Orientation Mindset & Understanding of the local market Analytical Ability & Financial mindset Passion for customers and customer intimacy Result orientation and execution drive Collaboration and stakeholder management skills Graduate / Post-Graduate from A Reputed University. Fluent in English, excellent communication skills Account Lead – Customer Relations