Customer Service

Main Purpose:

Leading 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 aligned with the terminal business plan, commercial objectives, as well the logistics, planning and customs processes to contribute to the realisation of the objectives of the company short and long term. Advocating for the customer in discussions with other ITR team members, and taking ownership for the performance of their departments.
Plan, manage, coordinate and control customer activity to achieve outstanding customer outcomes, balancing terminal interests and capabilities. Identify commercial opportunities as well as opportunities to leverage added value and process improvement.

Participate in the management team for Rotterdam Terminal, supporting the General Manager in ensuring customer satisfaction and continued business relationships.

Knowledge Skills and Abilities, Key Responsibilities:

Knowledge, Skills and Abilities:

Experience:

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 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

Skills:

Strong leadership skills Commercial acumen and stakeholder management Competence in the use 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

Competencies:

Self-motivated with high level of resilience Pragmatic & solutions driven Confident to communicate complex information to other parties in writing as well as verbally Team player Commercial awareness and understanding of operating in Rotterdam Sound knowledge of supplier and third-party management Able to foster strong supplier relationships

Key Responsibilities:

SAFETY: Ensure good working practices and housekeeping is maintained. Responsible for personal safety and 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.

Responsibilities:  

Strategy:

Contribute to the development and approval implementation and realization of the overall strategy. Develop and ensure realisation of the customer satisfaction and logistics strategy of the terminal in line with the company strategy and budget, and with approval of the general Manager.

Budgeting:

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.

HSEQ:

Contribute to the development of HSE policies and procedures; monitor actively the execution of HSEQ policy and procedures to ensure a safe and healthy working and living environment. Monitor control of substances, ensuring the components we handle are in line with the pre-cleared materials, and kicking off new material clearance processes if they are different. Ensuring our customers understand our HSEQ requirements and flagging potential conflicts on the ship / shore interface.

Logistics business / year plan:

Formulate and once approved, communicate and implement a logistics and CSC plan for the Terminal. Prioritise improvements in efficiency, work processes and information supply, committing management and staff team members to the overall objective.

Communication:

Build and maintain active & effective relationships with customers and (other) business partners within the boundaries of the commercial contracts and with other departments involved in logistic issues (sales, technical, HSE and operations) Co-ordinate the contacts to ensure commercial they can be executed as agreed with the customer. Establish, develop, and maintain (senior) relations with customers and leverage these relations by initiating customer improvement projects to improve logistics, performance and quality with the key objective of increased customer retention.

Improvement of customer satisfaction and order processing:

Take a pro-active role in analysis and continuous improvement of customer satisfaction, order processing, redesign of work processes and information supply, implement agreed changes to deliver to the customer's satisfaction the required quality and desired output in the agreed delivery time. Initiate development of data and order processing (management) systems and tools.

Commercial contracts:

Execute and manage all commercial and / or supply chain contracts as agreed with customers related to the terminal's output on logistics issues and co-ordinate the contract review. Ensure all activities are charged by contract; activities carried out not covered by contract to be recognized and passed on to customer or commercial responsible.

Reporting:

Regularly review and report progress in realising logistics year plans, customer performance, budgets, demurrages, and claims, and take remedial action, as necessary.

Administrative Processing:

Drive customer satisfaction by ensuring execution of customer order to invoice process, as well as management of the contracts agreed with customers. Take pro-active actions: recognize non-standard activities and inform customer and commercial department to realize adequate financial compensation. Propose contract amendments where feasible.

Planning:

Ensure effective customer (tank, line and jetty) planning, as input for operational terminal planning and appropriate interface and communication between customer and terminal on planning issues, in context of HSE regulations, operational efficiency and commercial margins. Help streamline and improve the administrative processing of all the back-office activities

Customs:

Handle all day-to-day customs declarations and activities. Ensure day-to-day compliance to the Customs permit requirements. Liaise with the customer and customs authorities on running customs declarations.

Customer Complaints and Claims:

Expedient handling of complaints, demurrages, and claims, in line with the agreed policy and regulations and in consultation with the General Manager and Operations Manager, minimising losses and harmful effects to the reputation of the company.

HR management:

Organize, train, develop, and manage the Logistics / CS department, meeting quantitative and qualitative needs, in line with the defined HR-strategy.

Knowledge management:

Development of know-how on logistics and CS matters for information on best professional and local practices and within regulatory requirements. Build and maintain professional know how, make know how available to managers and other professionals in the network and translate know how to the specific situation.

Key Relationships and Department Overview:

Key Relationships:

Internal General Manager, Operations Manager, other managers and key players at the Terminal,Supply teams, Procurement team and relevant global heads of functionsPeers in Europe & UK External Customers – Logistics Operators and TradersService providersRegulatory bodies & Relevant authoritiesKey strategic suppliers

Direct Reports:

Customer Service Representatives X 3 Total team size of 4 (this position included)

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