Job Description

Job title - Executive - Customer Service - Rail & Inland Terminals

Job location - DP World Rail Logistics Private Limited, ICD Modinagar, Kharkhoda Road, Mohiuddinpur, MEERUT, UP – 250205

Department - Customer Service

Primary objectives

1. Update to the customer about their shipments.
2. To communicate with the Inner stack to resolve customer queries.
3. Maintain a database of Customers for analysis internally.
4. Continuous communication with transport/operations/ICD OPS yard officials to serve our customers.
5. Quick response to the customers about their queries.
6. Escalate critical matters for immediate resolution to the concern desk.
7. Adhere to established SOPs and SOPs to be reviewed from time to time

Key responsibilities

1. Sharing Railing details with the customers regarding their Export / Import Shipments.
2. Updating customers twice a day regarding train running/port arrival status.
3. Sending Buffer shifting updates to the customers daily.
4. Updating customers about the vehicles held at the factory daily. The idea is to ensure the fast turnaround of the vehicles.
5. Empty repo plan share & coordination with the TPT desk.
6. Factory stuffing & DE stuffing plan shared with TPT desk.
7. Container placement job order arrangement from line surveyor & handover to TPT desk.
8. Assistance to the Sales team by sending emails regarding Terminal and Rail tariffs to customers.
9. Arranging KYC and GST details from all the new customers introduced by Sales.
10. Sending Notice to trade as & when required.
11. Sending heads-up emails to the customers regarding their outstanding.
12. Balance confirmation details are being sent to the customers which helps in reconciling their accounts with us for smooth clearance of the payments.
13. Emails regarding confirmation of pre-deposit accounts.
14. Replying day to day queries of the customers to ensure customer.
15. Internal communication regarding the weekly collection target plan submitted by the Sales Team and further sharing the collection details v/s target collection details to the Finance team.
16. Sending original Delivery orders received from the customers for their Import shipment to relevant colleagues.
17. Sending in-transit details to customers for their shipments.
18. Sharing arrival details with the customers/Shipping Lines as soon as the units reach our terminal for fast clearance of the cargo.

Qualification & competencies

• Good Communication skills in the English language, both oral and written.
• Qualified Graduation.
• Excellent command of Customer Services.