Client Relations Manager

6 dagen geleden

Rotterdam, Zuid-Holland, Nederland Puma Energy Voltijd

Main Purpose:

Leading the service delivery process to ensure optimal customer satisfaction through effective order management and a proactive approach to commercial and service propositions. This role aligns with the business objectives and operational plans of Puma Energy, contributing to both short-term and long-term goals. Acting as an advocate for clients in discussions with team members, while taking ownership of departmental performance.
Plan, manage, coordinate, and oversee customer interactions to achieve exceptional outcomes, balancing company interests and capabilities. Identify business opportunities as well as areas for added value and process enhancement.

Participate in the management team, supporting senior leadership in maintaining customer satisfaction and fostering ongoing business relationships.

Knowledge, Skills, and Abilities, Key Responsibilities:

Knowledge, Skills, and Abilities:

Experience:

Bachelor's degree in Logistics, Business Administration, or related field 5 to 10 years of experience in a managerial role within the energy sector, commodity trading, or liquid bulk Must be adaptable and proactive in addressing both planned and urgent tasks Strong leadership and supervisory experience, preferably 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 industry

Skills:

Strong leadership capabilities Commercial insight and stakeholder engagement Proficient in Microsoft Office Suite and presentation software Experienced in business software linked to enterprise management systems Strong financial insight, with the ability to analyze information, challenge assumptions, and effectively communicate and negotiate Attention to detail Full proficiency in Dutch and English is essential

Competencies:

Self-motivated with a high level of resilience Pragmatic and solution-oriented Confident in communicating complex information clearly, both in writing and verbally Team-oriented Commercial awareness and understanding of operations Strong knowledge of supplier and third-party management Ability to cultivate strong supplier relationships

Key Responsibilities:

SAFETY: Ensure adherence to safe working practices and maintain a safe environment for all. ENVIRONMENTAL: Ensure compliance with environmental regulations within the designated area. ECONOMIC: Oversee and manage the customer service budget effectively. OPERATIONAL EFFICIENCY: Drive continuous improvement within the customer service and customs teams.

Responsibilities:

Strategy:

Contribute to the development and implementation of the overall strategy. Develop and ensure the realization of customer satisfaction and logistics strategies in alignment with company objectives.

Budgeting:

Formulate annual planning and budgeting for the Customer Service department, monitoring performance against targets.

HSEQ:

Contribute to the development of health, safety, and environmental policies; actively monitor compliance to ensure a safe working environment. Ensure compliance with material handling regulations and initiate clearance processes as necessary. Ensure customers are informed of HSEQ requirements and address potential conflicts.

Logistics Planning:

Formulate and communicate a logistics plan for the terminal, prioritizing efficiency and process improvements. Foster effective communication and relationships with customers and business partners.

Improvement of Customer Satisfaction:

Take a proactive role in analyzing and enhancing customer satisfaction and order processing. Initiate the development of data management systems and tools.

Commercial Contracts:

Manage all commercial contracts related to logistics and ensure compliance. Ensure all activities are documented and charged appropriately.

Reporting:

Regularly review and report on logistics performance, budgets, and claims, taking corrective actions as needed.

Administrative Processing:

Ensure efficient execution of customer orders and management of contracts. Proactively address non-standard activities and inform relevant departments.

Planning:

Ensure effective planning for customer interactions, considering operational efficiency and compliance.

Customs:

Manage day-to-day customs declarations and ensure compliance with permit requirements.

Customer Complaints and Claims:

Handle complaints and claims expediently, minimizing losses and protecting the company's reputation.

HR Management:

Organize and develop the Customer Service department to meet operational needs.

Knowledge Management:

Develop and share best practices in logistics and customer service.

Key Relationships:

Internal: Senior management, operations team, and other key stakeholders.

External: Customers, service providers, regulatory bodies, and strategic suppliers.

Direct Reports:

Customer Service Representatives Total team size of 4 (including this position)

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