Customer Engagement Partner

Job Description

APM Terminals

Position Title: Customer Experience Partner
Location: APM Terminals Pipavav (GPPL), Gujarat
Reporting To: Customer Engagement Manager

About APM Terminals

APM Terminals, a part of A.P. Moller – Maersk, is one of the world’s leading terminal operators, operating a global network of ports and inland services. We enable global commerce through smart and sustainable logistics infrastructure, connecting economies and people with efficiency and care.

About APM Terminals Pipavav (GPPL)

APM Terminals Pipavav is one of India’s leading gateway ports for containers, bulk, and liquid cargo. Strategically located in Gujarat, it serves the key industrial regions of Gujarat, Maharashtra, and Madhya Pradesh. With world-class infrastructure and seamless multimodal connectivity, GPPL plays a critical role in facilitating trade for India's western corridor.

Role Overview

We are seeking an experienced Customer Experience Manager to own and drive customer satisfaction and engagement for both container and non-container clients at APM Terminals Pipavav. This role serves as the first point of contact for customers—including Shipping Lines, NVOCCs, BCOs, and Customs—ensuring a high level of service, swift issue resolution, and strategic relationship management.

Key Responsibilities

• Customer Ownership: End-to-end management of customer experience across all touchpoints, with a focus on NPS, CES, and outstanding recovery.

• Client Engagement: Build and maintain relationships with Shipping Lines, NVOCCs/BCOs, Shipping Agents, and Customs authorities at the port.

• Sales Collaboration: Identify and share sales opportunities with the sales team/reporting manager to support pipeline development.

• Operational Coordination: Stay closely connected with internal stakeholders such as Port Operations, Marine, and others to maintain daily situational awareness.

• Customer Issue Resolution: Proactively address customer queries and complaints with a solution-oriented mindset.

• Port Visits: Host and manage commercial visits of key clients, showcasing operational capabilities and building strategic relationships.

• CRM Utilization: Ensure timely updates and management of customer data in Salesforce; resolve CRM issues and maintain customer records.

• Kaizen & VAS Initiatives: Act as a pillar for continuous improvement and innovation through Kaizen and Value-Added Services (VAS) programs.

Qualifications & Experience

• Experience: Minimum 7 years in customer management, preferably in a commercial or terminal environment.

• Regional Exposure: Proven commercial exposure and relationship-building experience in Gujarat, Maharashtra, and MP trade communities.

• Education: A Master’s degree in Business Administration or Management is highly desirable.

• Stakeholder Management: Prior experience in liaising with government and regulatory agencies is advantageous.

• Communication Skills: Strong verbal and written communication skills in English and the local language. Excellent interpersonal and negotiation abilities.

• CRM Expertise: Familiarity with CRM tools such as Salesforce is an added advantage.

• Leadership & Initiative: Demonstrates strong leadership, influencing skills, and the ability to work proactively towards business goals.

• Analytical & Time Management: Strong data interpretation, planning, and organizational skills. Able to thrive in a fast-paced, dynamic environment.

• Integrity & Confidentiality: Must maintain high ethical standards and handle company data with discretion.

This role is based in Pipavav and is primarily domestic in scope.

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

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