DP World

Global cargo logistics and port operations

Assistant Manager - Customer Service, Economic Zones

Logistics & TransportationConfirmed live in the last 24 hours

Full-timeTamil Nadu, IndiaNo salary listedIn-person

About the Job

Requirements

Any degree with postgraduate qualification and a logistics background, or an MBA in Logistics.
Around 5–10 years of experience, including at least 5 years in a customer relationship management role in the logistics industry.
Knowledge of customer relationship management software, SAP, enterprise resource planning systems, and transportation management systems.
Proficiency with Microsoft Office and email.
Strong oral and written communication skills.
Ability to deal with overseas customers.
Proactive approach and strong follow-up skills.

Responsibilities

Ensure smooth customer relationship management operations covering customs house agents, unit holders, and direct clients of ICBP.
Ensure timely inbound and outbound operations for assigned customers, prevent escalations, maintain customer rapport, and support business continuity, customer satisfaction, and business growth.
Follow up on pre-alerts with customers; check commercial invoices, packing lists, bills of lading or air waybills, descriptions, weights, volumes, shipper and consignee details, and package details for accuracy; update shipments in Cargoes.
Share pre-alert documents with the regulatory team and customs house agent vendors for checklist preparation, verification, and inbound and outbound filing; coordinate with the regulatory team and follow up with customs house agents regarding import general manifest instructions, bond readiness, container deposits, delivery orders, delivery release forms, Form 13, bills of entry filing, shipping bill processing, and assessment completion.
Coordinate with freight forwarders and shipping liners to obtain pre-alert documents, including air waybills or bills of lading, invoices, and packing lists, for timely customs manifest filing; verify that sea shipment import general manifests are filed, confirm estimated arrival times, and ensure timely handover to customs house agents for clearance.
Follow up with customers, customs house agents, and the regulatory team to obtain corrected documents when discrepancies or errors are found; escalate delays that may affect filing or clearance.
Capture photos of inward and outward cargo movements at every stage and share them with customers by email or designated WhatsApp groups.
Coordinate material picking, packing, and dispatch planning to meet customer schedules and ensure timely cargo dispatch.
Follow up with the operations team on goods receipt note and shipment completion in the warehouse management system.
Obtain stock and occupancy reports from the operations team and share them with customers every two weeks.
Coordinate vehicle movements with customers’ transporters and the company’s transporter between the port and free trade warehousing zone, and from the zone to delivery locations.
Follow up with the transport team to ensure timely vehicle placement in accordance with commercial terms agreed with the customer and procurement team.
Coordinate liner feedback forms for empty container drop-offs with the transport team to obtain refunds from liners and freight forwarders.
Maintain accurate, current day-to-day reports, including daily status reports, aligned with system data; share reports by email or designated group at the frequency requested by customers.
Submit service request forms to operations on time for additional activities, ensuring they include the activity date, type, customer name, cargo reference, and remarks to support accurate and timely billing.
Support finance and accounts with revenue realization and follow-up on overdue accounts.

ROLES & RESPONSIBILITIES
Job Purpose/Objective	Ensure smooth CRM Operations covering CHA/ Unit Holders and Direct Clients of ICBP. Responsible for timely inbound and outbound Operations of every customers handled and ensure zero escalations and also having rapport with customers for Biz continuity and customer satisfaction for further Biz Growth.
Key responsibilities	Pre-alert follow ups & Documents: Pre-alert follow-ups with customers, To Cross check the pre alert i.e. Commercial invoice, packing list, Bill of lading or AWB details i.e. Description, weight, volume, Shipper, consignee, package details should match/ Updating of shipments in Cargoes CHA Coordination: Pre-alert documents to be shared to regulatory team / CHA vendors for checklist preparation, verification, inbound & outbound filing / in conjunction with Regulatory team /Follow-ups with CHA for IGM instruction, Bond readiness, Container deposit, DO follow-up, DRF, Form-13, BOE filing, SB processing & assessment completion. Forwarder & Liner Coordination’s: Coordinate with freight forwarders & Liners for timely sharing of pre-alert documents (AWB/BL, Invoice, Packing List, etc.) for timely filing of the customs manifest. Cross-check whether the IGM manifest is filed for sea shipment. - Confirm ETA and ensure timely handover to CHA for clearance. Documents validations: If any documents are mismatched or incorrect, immediately follow up with the customers/CHA/Regulatory to obtain revised/corrected documents. - Escalate if delays occur that may impact filing or clearance. Proof of Inward & Outward photos to client: Effective immediately, please ensure that photos of both inward and outward movements are captured and shared with the customer at every stage. Photos must be shared via email or designated customers through WhatsApp group. Operations Coordination - Material picking, packing, and dispatch planning: Ensure coordination for timely execution based on the customer's required schedule & coordinate for timely dispatch the cargo Follow-ups for operation team for GRN & Ship completion in WMS. Stock report & Occupancy report need follow-ups ops team & have share with customers bi weekly basis Transport Coordination: Follow up with both customer’s transporter and our transporter for vehicle movements: PORT to FTWZ FTWZ to multiple delivery locations Follow-ups with transport team for vehicle placement on time with all commercial agreed with customer & procurement team. Coordination for liner feedback forms for all empty drop offs with transport team for getting the refund amount from Liner & forwarders. Day to Day reports All reports like DSR must be accurate, updated in real-time, and aligned with system data. Share via email or designated group as per customer preference. Reports need to share on daily, Weekly or monthly bases depends on customer requirements. SSR request for activity: Ensure SSR is submitted on time to operations to execute for any addl activities SSR should include all necessary details: activity date, type, customer name, cargo reference, and any remarks This process is critical for accurate and timely billing. Billing and Collection Coordination: Supporting the Finance and accounts on Revenue Realisation and Follow-ups for Overdue accounts
QUALIFICATIONS & COMPETENCIES
Educational Qualification Required Experience Skills and Competencies	Any Degree with PG and Logistics Background or MBA- Logistics, Around 5-10 years of experience, of which at least 5 years CRM Role in Logistics Industry CRM – Software, SAP, ERP and TMS MS-Office , Emails, Strong Oral and Written Communication Skills, Able to deal with Over-seas Customers and Proactive approach and with strong follow-up skills
INTERNAL TRAINING REQUIREMENTS
HSE Team CRM & Operations Regulatory	HSE Training CARGOES,WMS,OTM & ZMS Customs Related
Stakeholder	Internal: BIZ/Operation/ Regulatory/CHA/Transport/ HSE/ADMIN/Security External: Customers/ Regulatory Authorities/ Vendors and Service Providers/ Transporters / CHA

About the Company

DP World

Global cargo logistics and port operations

DP World is a global logistics and port operator that provides integrated, end-to-end supply chain solutions. It runs marine and inland terminals, manages ports and free zones, and offers cargo logistics, freight forwarding, warehousing, customs clearance, and value-added services such as packaging and reverse logistics. Its products work by operating a large network of terminals and logistics services that connect shipping, warehousing, and distribution, charging container handling fees and offering downstream services to improve supply chain efficiency. The company differentiates itself through its expansive, worldwide network (across 40+ countries) and its ability to control multiple stages of the supply chain—from ports and terminals to contract logistics and economic zones—allowing for seamless multimodal flows. DP World’s goal is to enable smooth, integrated global trade by expanding its network and offering end-to-end logistics solutions for diverse industries.

Company size: 10,001+
Company stage: Debt Financing
Total funding: $1.5B
Headquarters: Dubai, United Arab Emirates
Founded: 2005

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