Customer Service Manager

6 dagen geleden

Rotterdam, Zuid-Holland, Nederland Impala Terminals Voltijd
Main Purpose:

Analyzing customer satisfaction and order processing to achieve optimal results, balancing terminal interests and capabilities.

The chosen candidate will lead the service delivery process to achieve the required level of customer satisfaction by efficient order processing and a pro-active commercial and service proposition approach. This will be aligned with the terminal business plan, commercial objectives, as well as the logistics, planning, and customs processes to contribute to the realization of the company's short and long-term objectives.

About The Role:

Responsibilities and Key Results:


  • Safety: Ensure good working practices and housekeeping is maintained. Responsible for personal safety and the safety of others within the working environment.
  • Environmental: Compliance to environmental issues where relevant in own section/area.
  • Economic: Oversee and manage customer service budget.
  • Operational Efficiency: Ensuring efficiencies in the customer service & customs team, driving continuous improvement.


Key Performance Indicators (KPIs):


  • Contribute to the development and approval of the overall strategy.
  • Develop and ensure realization of the customer satisfaction and logistics strategy of the terminal in line with the company strategy and budget, and with the approval of the General Manager.
  • Formulate yearly planning and budgeting for the Customer Service department and monitor the actual performance against budget to reach the departmental goals, initiating actions if necessary.


About Our Team:

At Impala Terminals, our dedicated team strives to deliver exceptional service to our customers. The successful candidate will be part of a collaborative and dynamic team, working closely with other departments to achieve our goals.

Requirements:


  • Bachelors degree in Logistics, Economics, Business Administration.
  • 5 to 10 years' experience in management position in Energy Infra, commodity trading, liquid bulk.
  • Must be progressive, flexible, and active to deal with planned and emergency work.
  • Strong management/supervisory experience, preferably in multi-cultural environments.
  • Expertise in inspection, reliability, and maintenance programming.
  • Proven expertise in applicable codes and standards.
  • Solid exposure to contracts management.
  • Familiar with local contractors and service providers in the Terminals industry.
  • Strong leadership skills.
  • Commercial acumen and stakeholder management.
  • Competence in the use of Microsoft Office Suite applications, presentation tools, and programs.
  • Experienced user business software linked to the larger enterprise management system.
  • Strong financial acumen, combined with the ability to interrogate information, challenge logic, and effectively communicate and negotiate outcomes.
  • Attention to detail.
  • Full proficiency in Dutch as well as English is essential.


What We Offer:

At Impala Terminals, we offer a competitive salary and benefits package, as well as opportunities for career growth and professional development.

Language: English

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