Adani Group

Senior Manager - Freight Forwarding

Adani Group  •  Ahmedabad, IN (Onsite)  •  10 days ago
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Job Description

Strategic Roles & Responsibilities
  • Own and lead Key Account Management for high revenue and strategic customers and routes.
  • Manage outsourced partnerships for operations & customer-facing voice processes
  • Define and implement customer service strategies aligned with organizational goals.
  • Ensure systematic and timely processing of customer requests and bookings.
  • Act as the escalation point for critical customer complaints and ensure timely resolution.
  • Identify process gaps and lead initiatives to reduce waste, improve efficiency, and enhance customer experience.
  • Establish performance metrics and develop dynamic, interactive dashboards for customer service excellence and executive management review (including CEO-level presentations).
  • Review customer-specific data, volume trends, and commodity analysis to drive continuous improvement and strategic business insights.
  • Drive adoption of AI, digital tools, reporting systems, and visibility platforms to improve service transparency.
Operational Responsibilities
  • Oversee preparation and sharing of Daily / Periodic Status Reports with customers.
  • Oversee and manage timely submission of customer invoices.
  • Oversee and manage timely vendor payments.
  • Track and visualize NFA / vendor payment details, monitoring payment stages and statuses for improved financial oversight.
  • Monitor and control customer booking versus execution performance, including container movements and ETA deviations.
  • Ensure tracking, closure, and reporting of customer complaints, sales pipeline data, and satisfaction metrics.
  • Drive adherence to SLAs, KPIs, and service commitments through automated reporting and integrated data solutions (e.g., Excel integrations, APIs, database linkages).
  • Ensure accurate maintenance and reporting of customer-specific operational data.
  • Ensure timely and accurate customer communication on shipment status, delays, documentation issues, and delivery updates.
People Management & Stakeholder Management Internal:
  • Lead, mentor, and develop the customer service team.
  • Ensure close coordination with Operations (terminal, rail, trucking, shipping), Sales, Techno-Commercial, Invoicing, IT / Data Management, and Finance teams to deliver superior service outcomes.
External:
  • Maintain strong and proactive communication with customers and their teams.
  • Build long-term customer relationships and act as a trusted business partner.
Key Interactions Internal Stakeholders

Operations, Sales, Finance, Invoicing, Techno-Commercial, IT / Analytics

External Stakeholders

Customers / Key Accounts / Shipping Line / CHA / Agents


Educational Qualification:

  • Full-time Graduation / MBA in any specialization

Experience (Preferred):

  • 12+ years of experience in Customer Service / Freight Forwarding / Operations / Key Account Management, with proven leadership exposure.
  • Strong exposure to customer handling, exception management, service delivery governance, and cross-functional stakeholder management.
  • Experience in logistics, supply chain, containerized EXIM movement, or freight forwarding industry will be preferred.
  • Strongly Preferred: Experience with data visualization, operational tracking, and managing dynamic performance dashboards for senior management.
Adani Group

About Adani Group

Adani Group is a diversified organisation in India comprising 10 publicly traded companies. It has created a world class transport and utility infrastructure portfolio that has a pan-India presence. Adani Group is headquartered in Ahmedabad, in the state of Gujarat, India. Over the years, Adani Group has positioned itself to be the market leader in its transport logistics and energy utility portfolio businesses focusing on large scale infrastructure development in India with O & M practices benchmarked to global standards. With four IG rated businesses, it is the only Infrastructure Investment Grade issuer in India.

Adani owes its success and leadership position to its core philosophy of ‘Nation Building’ driven by ‘Growth with Goodness’ - a guiding principle for sustainable growth. Adani is committed to increase its ESG footprint by realigning its businesses with emphasis on climate protection and increasing community outreach through its CSR programme based on the principles of sustainability, diversity and shared values.

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Industry
Energy & Utilities
Company Size
10,000+ employees
Headquarters
, IN
Year Founded
1988
Website
adani.com
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