Head – Customer Service & Documentation

Team Leadership & Functional GovernanceLead the Customer Service and Documentation teams across Mundra Container Terminals.Establish common SOPs, service standards, controls, escalation protocols, and governance mechanisms across terminals.Develop team capability through coaching, training, performance management, succession planning, and role clarity.Drive a culture of accountability, customer focus, compliance, collaboration, and continuous improvement.Vessel Documentation & Planning ReadinessEnsure timely receipt, validation, and completion of Import Discharge Lists and Export Load Advance Lists within prescribed planning cut-offs.Provide accurate and complete container, cargo, and documentation information to Vessel Planning for stowage planning and operational readiness.Coordinate with shipping lines and internal teams to close data gaps, amendments, and documentation exceptions before vessel planning and execution.Minimize vessel planning or execution delays attributable to incomplete, inaccurate, or late documentation.Oversee end-to-end documentation for Import, Export, Transshipment, Empty, Reefer, Hazardous, OOG, and related container movements.Ensure accuracy, completeness, traceability, and timely processing of terminal documentation transactions.Maintain document controls, transaction records, approvals, reconciliations, and audit trails.Standardize documentation practices across Mundra Container Terminals.Statutory & Regulatory Compliance and Revenue AssuranceEnsure compliance with applicable Customs, Port, DGFT, and other statutory or regulatory requirements for Import, Export, and Transshipment containers.Ensure timely and accurate processing of manifests, discharge and load information, transshipment permissions, EDI transactions, and other prescribed submissions.Coordinate with Customs, port authorities, shipping lines, and relevant internal stakeholders for compliance matters and exception resolution.Lead compliance reviews and audits, maintain required records, and ensure timely closure of observations and corrective actions.Ensure every billable service performed by the terminal is captured accurately and transferred for billing without omission.Coordinate with Operations, Planning, Yard, Gate, Reefer, Commercial, Finance, and Billing teams to reconcile service delivery records against billed transactions.Conduct periodic exception reviews and reconciliations to prevent revenue leakage and resolve missed or disputed charges.Maintain controls for chargeable activities such as reefer services, shifting and re-handling, extra lifts, OOG or special handling, bundling or unbundling, special equipment deployment, and other value-added services.Customer Query & Service ManagementAct as the primary escalation point for customer queries, complaints, and service requests across Mundra Container Terminals.Ensure timely resolution of queries relating to documentation, container status, gate transactions, billing, vessel operations, and service delivery within agreed SLAs.Coordinate cross-functional investigation and closure, communicate progress proactively, and maintain complete query and corrective-action records.Review recurring concerns and lead preventive or process-improvement actions to enhance customer experience.Act as the terminal focal point for insurance-related cargo claims and liability matters.Coordinate with customers, shipping lines, surveyors, insurers, Legal, Operations, Finance, and other stakeholders for evidence, surveys, reports, and responses.Analyze claim trends and drive preventive measures to reduce recurrence and financial exposure.Digitization, Automation & Process ExcellenceDrive digitization and automation of Documentation, Customer Service, and Gate workflows to improve efficiency, control, transparency, and customer experience.Lead paperless workflows, electronic approvals, online customer services, system-based controls, and automated status or exception notifications.Improve integration and data flow among Documentation, Gate Operations, Vessel Planning, Billing, Customs-facing processes, and the Terminal Operating System.Promote adoption of suitable technologies such as OCR, RFID, E-Gate, customer portals, and digital dashboards were approved and applicable.Identify process bottlenecks, reduce manual interventions, and monitor benefits through measurable turnaround-time and quality improvements.Cross-functional & External Stakeholder CoordinationCoordinate closely with Operations, Planning, Yard, Gate, Rail, Commercial, Finance, IT, Legal, and Billing teams.Maintain effective engagement with shipping lines, customers, CHAs, freight forwarders, Customs, surveyors, insurers, and other relevant agencies.Ensure customer commitments, statutory requirements, commercial controls, and operational priorities remain aligned.Educational Qualification:Graduate qualification in Logistics, Supply Chain, Shipping, Operations, or Business Administration is preferred.Significant experience in container terminals, shipping, logistics, port operations, documentation, customer service, statutory compliance, or related functions.Demonstrated leadership experience managing cross-functional teams and customer-facing operational processes.Work Experience10-15 years of work experience in relevant field.

Work arrangement
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