Customer Inquiry Handling: Respond promptly and professionally to customer inquiries regarding cargo status, shipping schedules, and service offerings, ensuring a positive customer experience. Customer Request Processing: Log, track, and follow up on customer service requests using CRM systems, ensuring all inquiries are resolved in a timely and accurate manner. Complaint Resolution: Address customer issues related to cargo handling, delays, and other operational concerns, escalating complex problems to higher levels when necessary. Customer Relationship Management: Act as a liaison between customers and internal departments (such as operations, logistics, and billing) to coordinate and relay information efficiently. Status Updates and Notifications: Provide real-time updates to customers on the status of their shipments, anticipated delays, or schedule changes, maintaining transparency throughout the cargo handling process. Data Management and Reporting: Maintain accurate and up-to-date records of customer interactions, service requests, and resolutions in the CRM system. Regulatory Compliance: Assist customers with queries related to port regulations, compliance requirements, and necessary documentation for cargo handling. Customer Feedback Analysis: Gather and document customer feedback on service quality, identifying areas for improvement and sharing insights with management to enhance customer satisfaction. Digital Mindset: Keep up with digital and AI advancements to enhance business and maintain competitiveness. Key Stakeholders - Internal: Lead - Customer Services Other Departments, Direct reportees Key Stakeholders - External: Prospective clients, government and regulatory bodies, Trade groups, Comptetiors Educational Qualification: Bachelor’s degree in Logistics, Supply Chain, Business Administration, or a related field. Work Experience: Minimum 3-4 years of experience in customer service, account management, or logistics, preferably within the ports or shipping industry. Proven track record in managing key accounts and improving customer satisfaction metrics.