DM Commercial

This role serves as the primary point of contact for customers regarding daily inventory, shipping, logistics, and complaint handling, ensuring smooth communication and service delivery. The position supports the Manager Commercial in LPG business operations and coordination, while managing internal and external reporting in line with company guidelines. It involves drafting and managing commercial contracts, understanding company philosophy and objectives, and working closely with the Terminal Manager to strengthen customer relationships. The role also supervises the CLS Coordinator, guiding berth occupancy scheduling, dispatch reporting, and inventory reconciliation. Additionally, it supports business development initiatives and explores new opportunities alongside the Manager Commercial.

Key Responsibilities

- Ensure strict compliance with the company’s Safety, Health, and Environment (SHE) policies when interacting with customers, staff, and external agents, maintaining clear safety communication at all times.

- Manage customer relationships by conducting regular coordination meetings, understanding customer needs, and maintaining contacts at various organizational levels. Prepare and upload meeting minutes and visit reports promptly into the CRM system, ensuring customer satisfaction and system upkeep.

- Oversee complaint management by promptly registering and resolving customer complaints within defined timelines, ensuring effective logging and closure to maintain high service standards.

- Guide the preparation and execution of customer and service provider surveys, coordinate with relevant teams, and develop service improvement plans based on survey outcomes.

- Support berth planning and scheduling to optimize jetty and storage utilization, assist in advance berth occupancy planning, daily dispatch reporting, and communicate product status updates to customers. Coordinate utility scheduling and address any discrepancies with concerned departments.

- Manage inventory effectively by ensuring accurate reconciliation, timely reporting, and delivery of surplus products. Provide detailed inputs for billing and supervise the calculation and declaration of product quantities received from ships.

- Develop and maintain strong relations with Port Qasim Authority and other government agencies, ensuring smooth coordination and support during emergency situations.

- Identify opportunities for system and procedural improvements, develop reports to facilitate decision-making, and ensure effective use of the CRM system.

- Participate actively in implementing company initiatives such as KPI reporting and stock control, and coordinate WEBOC transactions related to berthing, sailing, and port clearance in compliance with customs regulations.

- Supervise one immediate subordinate (CLS Coordinator) and collaborate closely with the Commercial Manager and GM C & BD for guidance and approvals.

Required Qualifications

- Minimum of 5 years of relevant experience in customer relationship management, logistics, or commercial operations within the LPG or related industry.

- Bachelor’s degree in Business Administration, Engineering, Science, Commerce, or a related field.

- Advanced leadership competencies in putting people first, collaboration, execution, and adaptability.

- Strong skills in customer relationship management, stakeholder engagement, verbal and written communication, analytical thinking, and report writing.

Preferred Qualifications and Benefits

- Experience working with commercial contracts and operational coordination in a terminal or logistics environment.

- Familiarity with safety policies, inventory management, and government agency liaison.

- Exposure to CRM systems and reporting tools to support business development and operational efficiency.

This role requires managing multiple stakeholders on shared jetty and LPG storage facilities, securing tankages for inspections, and ensuring contract compliance as per company guidelines. The incumbent must demonstrate strong decision-making within defined authority limits and maintain effective communication with internal teams and external customers to achieve operational excellence and customer satisfaction.