PSA International
Website:
globalpsa.com
Job details:
Role Overview: As the Customer and Stake Holder Engagement Manager for PSA Mumbai , Candidate will play a pivotal role in leading Customer Service for PSA Mumbai terminal. Candidate will act as the primary point of contact for Local customers, ensuring the delivery of exceptional service and addressing any issues related to products and services. The candidate will be responsible for receiving, investigating, resolving, and responding to customer inquiries related to shipments, service delivery, claims, and disputes.
Role Scope:
Customer Relations
- Ensure that all customers receive outstanding service, positioning yourself as the “voice of the customer” within the organization while safeguarding the company's interests.
- Cross-Functional Collaboration: Work closely with Commercial, Operations, Finance, IT, and other departments to deliver a seamless customer experience, ensuring all functional teams contribute to high levels of customer satisfaction.
- Customer Liaison: Maintain strong relationships with CHA,CFS,CTO shipping lines ,NVOCC, importers, exporters, and their agents, ensuring their needs are met promptly and effectively.
- Ensure smooth functioning of Customer Service function to assist with day-to-day queries of terminal users.
- Communication and Coordination: Serve as the central point of communication between internal teams and customers, addressing inquiries and resolving issues in a timely manner.
- Issue Resolution: Collaborate with the Billing and Claims departments to resolve customer issues efficiently, prioritizing urgent matters and ensuring deadlines are met.
- Presentations for potential business clients and other Presentation as per requirements from BU head, PSA India Commercial manager.
- Prepare monthly reports for presentations to the management.
- Map and update customer profile of the terminal, market, and competitive marketing/data analysis.
- Closely liaise with PSA India commercial on marketplace developments, and volume updates.
- Prepare presentation as per commercial requirement.
- Focus on gathering qualitative insights from customers. This information is valuable for commercial teams in developing effective marketing tactics based on customer perceptions and preferences.
- Coordinate various events, trade meets, onboard functions and exhibitions for PSA India in line with company objectives.
- Continuous Improvement: Contribute to the enhancement of methodologies, processes, and performance standards related to container terminal operations, ensuring the Terminal remains at the forefront of industry practices.
- Transformation and Development: Engage with cross-functional teams on initiatives related to transformation and product development, ensuring smooth rollouts and successful adoption.
- Data Management: Ensure the accuracy and quality of data within terminal systems, regularly updating customer records and other relevant information.
- Self-Development: Commit to continuous learning and professional development, staying up to date with industry trends and best practices.
- Additional Duties: Take on other tasks and responsibilities as needed to support the overall success of the Terminal and its customers.
- Build up a good database with detailed, updated, and accurate information of market conditions.
- Track and maintain information relating to inter port and intra port competitors.
Key Skills & Experience the candidate should possess: -
- Minimum 10 years’ supervisory experience
- Analytical skills to forecast and identify trends and challenges
- Excellent communication and presentation skills
- Ability to think creatively and innovatively.
- Able to travel for business both within India and overseas and willing to be relocated to other PSA terminals according to business needs.
- Strong customer service and stakeholder engagement experience
- Excellent communication and problem-solving skills
- Ability to analyze complex data and present findings in a clear and concise manner
- Identify and catalogue cargo and freight trends for key commodities of interest
- Analyze data using statistical software to extract insights and meaningful patterns
- Convert complex data and findings into clear and concise visual representations, including: Tables, Graphs, Written reports .This role requires strong analytical skills, attention to detail, and the ability to communicate complex data insights effectively to stakeholders.
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