Deputy Manager - Customer Services

About the Business

Adani Group is one of India’s diversified business houses, with 10 publicly listed companies and a broad logistics and utilities infrastructure footprint across the country. Headquartered in Ahmedabad, Gujarat, it has built large-scale infrastructure capabilities with operations and maintenance practices aligned to global benchmarks. The group’s businesses in logistics and energy are supported by strong infrastructure development focus, and it is an Infrastructure Investment Grade issuer in India with four IG-rated businesses.

The Ports & SEZ business has grown from a conventional port operator into an integrated provider of port services. As the country’s largest port organisation for the last two decades, it delivers cargo handling, container terminal operations, logistics, port infrastructure development and upkeep, multimodal transport support, customs clearance, port security, and environmentally responsible solutions for international trade and logistics.

Job Purpose

The Customer Services team member supports customers by addressing queries, resolving cargo and scheduling concerns, and coordinating with internal teams to share timely updates. The role is focused on improving customer satisfaction, ensuring compliance with applicable regulations, and contributing ideas that make service processes more efficient.

Core Responsibilities

• Handle customer questions quickly and in a professional manner, covering cargo movement, shipping schedules, and service-related information while maintaining a positive customer experience.
• Record, monitor, and close customer service requests through CRM tools, ensuring each issue is handled accurately and within the expected timeline.
• Manage customer complaints connected to cargo handling, delays, and operational matters, and escalate complex cases to the appropriate senior team when needed.
• Serve as the communication link between customers and internal teams such as operations, logistics, and billing so that information flows smoothly.
• Share live or near-real-time shipment updates, delay notices, and schedule changes with customers to maintain clarity throughout the cargo process.
• Keep CRM records current and reliable by documenting customer interactions, service cases, and final resolutions.
• Support customers with questions on port rules, compliance requirements, and the documents needed for cargo handling.
• Collect, organise, and review customer feedback on service quality, then share actionable insights with management to help improve satisfaction levels.
• Stay open to digital tools and AI-led improvements that can strengthen business performance and competitiveness.

Qualifications and Experience

A bachelor’s degree in Logistics, Supply Chain, Business Administration, or a related discipline is required.

Applicants should have 3 to 4 years of experience in customer service, account management, or logistics, ideally within the ports or shipping sector. A demonstrated ability to manage key accounts and improve customer satisfaction measures is expected.

Key Stakeholders

• Internal: Lead - Customer Services, other departments, and direct reportees.
• External: Prospective clients, government and regulatory bodies, trade groups, and competitors.

Additional Information

This role emphasizes customer handling within port operations, coordination across departments, compliance awareness, and the use of digital thinking to support service excellence.

Location: Ludhiana, Punjab, India.