Depot Operations Associate - Customer Service, Mumbai

APM Terminals

A. Customer Management & Service Delivery

• Execute customer onboarding and documentation.
• Drive customer retention and ensure SLA governance.
• Manage daily coordination for shipments, clearances, and operational queries.
• Attend to CFS walk‑in customers and provide timely support.
• Conduct customer visits to strengthen relationships and drive service improvement.
• Identify upselling and cross-selling opportunities.
• Perform lead generation through regular customer interactions.
• Prepare customer-specific Job Orders (JO) and maintain accurate account mapping.

B. Operational Coordination

• Coordinate container movements from port to CFS.
• Track and follow up on OVC empty container movements.
• Facilitate communication with OVC empty depots and stakeholders.
• Conduct CODECO reconciliation and empty depot reconciliation.
• Support billing activities for empties and associated services.
• Track tariff expiry and coordinate with internal teams for timely renewal.

C. Revenue, Collections & Credit Governance

• Monitor outstanding payments and ensure timely collections.
• Track credit limits and ensure compliance as per policy.
• Prepare customer and OVC rebate calculations.
• Support credit note and refund processing.

D. Control & Compliance

• Execute PAN India CSAT surveys for feedback and performance analysis.
• Handle auditor queries and provide accurate documentation.
• Process waiver approvals as per the authority matrix.
• Issue proactive advisory communications to customers and internal stakeholders.
• Support GRC controls and maintain documentation accuracy.

E. MIS & Performance Reporting

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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