Assistant Manager - Customer Service
Posted 25 May 2026
Advertised as “Assistant Manager - Customer Service - Economic Zones - Chennai”
BranchFactor Summary
The original posting with the fluff stripped out
- Expected experience
- 5–10 yrs
- Management level
- Individual contributor
No salary listed for this role.
Study levelBachelor's
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: