Customer Service Manager
7 dagen geleden
As a key member of the Impala Terminals team, you will be responsible for leading the service delivery process to achieve the required level of customer satisfaction. This involves efficient order processing and a pro-active commercial and service proposition approach, aligned with the terminal business plan and commercial objectives.
Key Responsibilities:
- Ensure good working practices and housekeeping is maintained, and take ownership for the performance of the customer service team.
- Plan, manage, coordinate and control customer activity to achieve outstanding customer outcomes, balancing terminal interests and capabilities.
- Identify commercial opportunities and leverage added value and process improvement.
- Contribute to the development and approval of the overall strategy, and develop and ensure realization of the customer satisfaction and logistics strategy of the terminal.
- Formulate and implement a logistics and CSC plan for the Terminal, prioritizing improvements in efficiency, work processes and information supply.
- Build and maintain active and effective relationships with customers and business partners, and establish, develop, and maintain senior relations with customers.
- Take a pro-active role in analysis and continuous improvement of customer satisfaction, order processing, and redesign of work processes and information supply.
- Execute and manage all commercial and/or supply chain contracts as agreed with customers, and ensure all activities are charged by contract.
- Regularly review and report progress in realizing logistics year plans, customer performance, budgets, demurrages, and claims.
Requirements:
- Bachelor's degree in Logistics, Economics, Business Administration, or a related field.
- 5 to 10 years' experience in a management position in Energy Infra, commodity trading, liquid bulk, or a related field.
- Strong leadership skills, commercial acumen, and stakeholder management.
- Competence in the use of Microsoft Office Suite applications, presentation tools, and programs.
- Full proficiency in Dutch and English is essential.
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