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Client Relations Manager
2 maanden geleden
Main Objective:
Overseeing the service delivery framework to ensure optimal customer satisfaction through effective order management and a proactive commercial and service-oriented strategy. This is aligned with the corporate business plan and operational goals, as well as the logistics, planning, and customs processes to support the company's short-term and long-term objectives. Championing customer interests in discussions with other team members and taking responsibility for departmental performance.Plan, manage, coordinate, and control customer interactions to achieve exceptional outcomes while balancing terminal interests and capabilities. Identify commercial prospects and opportunities for value addition and process enhancement.
Participate in the management team for the terminal, assisting the General Manager in maintaining customer satisfaction and fostering ongoing business relationships.
Required Knowledge, Skills, and Abilities:
Qualifications:
Bachelor's degree in Logistics, Business Administration, or a related field 5 to 10 years of experience in a managerial role within the Energy Infrastructure, commodity trading, or liquid bulk sectors Must be adaptable, proactive, and capable of handling both planned and urgent tasks Strong leadership and supervisory experience, ideally in diverse cultural settings Expertise in inspection, reliability, and maintenance scheduling Proven knowledge of relevant codes and standards Solid experience in contract management Familiarity with local contractors and service providers in the terminal industryEssential Skills:
Exceptional leadership capabilities Strong commercial insight and stakeholder engagement Proficient in Microsoft Office Suite and presentation software Experienced in business software related to enterprise management systems Strong financial understanding, with the ability to analyze data, challenge assumptions, and effectively communicate and negotiate Attention to detail Fluency in Dutch and English is mandatoryCore Competencies:
Self-driven with a high level of resilience Pragmatic and solution-oriented Confident in conveying complex information both in writing and verbally Team-oriented Commercially aware with an understanding of operations in the region Strong knowledge of supplier and third-party management Capable of building robust supplier relationshipsKey Responsibilities:
SAFETY: Ensure adherence to safety practices and maintain a safe working environment for all personnel. ENVIRONMENTAL: Ensure compliance with environmental regulations relevant to the department. ECONOMIC: Oversee and manage the customer service budget effectively. OPERATIONAL EFFICIENCY: Drive efficiencies within the customer service and customs teams, promoting continuous improvement.Strategic Contributions:
Assist in the formulation and execution of the overall strategy. Develop and implement the customer satisfaction and logistics strategy in alignment with the company's objectives and budget, with the General Manager's approval.Budget Management:
Create annual plans and budgets for the Customer Service department, monitoring performance against these targets and initiating corrective actions as necessary.Health, Safety, Environment, and Quality (HSEQ):
Contribute to the development of HSEQ policies and procedures; actively monitor compliance to ensure a safe and healthy working environment. Ensure compliance with material handling regulations and initiate clearance processes for new materials as needed. Ensure customers are informed of HSEQ requirements and address potential conflicts during operations.Logistics Planning:
Develop and communicate a logistics and customer service plan for the terminal once approved. Prioritize improvements in efficiency and processes, engaging management and staff in achieving the overall objectives.Communication:
Build and maintain effective relationships with customers and business partners within the scope of commercial contracts and other departments involved in logistics (sales, technical, HSE, and operations). Coordinate contacts to ensure commercial agreements are executed as per customer expectations. Establish and nurture senior relationships with customers, initiating improvement projects to enhance logistics performance and quality, ultimately increasing customer retention.Enhancing Customer Satisfaction:
Take a proactive approach in analyzing and improving customer satisfaction, order processing, and workflow redesign, implementing agreed changes to meet customer expectations. Initiate the development of data and order processing management systems and tools.Contract Management:
Execute and manage all commercial and supply chain contracts related to logistics, ensuring compliance and coordinating contract reviews. Ensure all activities are billed according to contract terms; recognize and communicate non-standard activities for appropriate financial adjustments.Reporting:
Regularly assess and report on progress in achieving logistics plans, customer performance, budgets, and claims, taking corrective actions as needed.Administrative Processing:
Enhance customer satisfaction by ensuring the execution of the order-to-invoice process and managing contracts with customers. Proactively identify non-standard activities and inform relevant departments to secure financial compensation. Propose amendments to contracts where appropriate.Planning:
Ensure effective planning for customer operations, providing input for terminal operations and maintaining communication between customers and terminal on planning matters. Streamline and enhance administrative processing of back-office activities.Customs Management:
Oversee daily customs declarations and activities, ensuring compliance with permit requirements. Liaise with customers and customs authorities regarding ongoing customs declarations.Handling Customer Complaints:
Efficiently manage complaints, demurrages, and claims in accordance with established policies and regulations, minimizing losses and protecting the company's reputation.Human Resources Management:
Organize, train, and develop the Logistics/Customer Service department to meet both quantitative and qualitative needs in line with HR strategy.Knowledge Management:
Develop expertise in logistics and customer service practices, ensuring compliance with regulatory requirements. Build and maintain professional knowledge, making it accessible to managers and professionals within the network.