Responsibilities:
- Ensure the CS&P team is equipped with correct knowledge, tooling and staff strength to manage accounts according to 1CS standards
- Support in case of planning conflicts or service disruptions; provide clarity on logistics processes and guidelines
- Lead relevant daily team meetings
- Maintain relevant performance indicators, relentlessly pushing for process improvement and cost savings for customers
- Liaise with Terminal Manager and Commercial Manager to resolve logistics issues
- Ensure highest standards in Service Recovery focusing on preventing recurrence of service incidents
- Lead quality operational review/preview meetings, leading to thorough understanding of customers business needs and improvement areas
- Empower account managers to build powerful personal partnerships with customers and third parties
- Actively track improvement actions and effectiveness of preventive measures
- Liaise with Terminal Manager and Commercial Manager to ensure timely incident investigation and follow-up
- Continuously refine the 1CS service excellence strategy by constantly recording the Voice of the Customer and Voice of the Business, among others through:
- Lead NPS surveys, complaints and compliments from customers and third parties
- Conduct periodic operational reviews or casual customer and third party engagement
- Conduct periodic cross functional handshakes with Commercial, Operations and M&R team
- Continuously update short-term team goals (tactics) to support 1CS strategy and OneVTS statement of purpose
- Represent VTS in engagements with relevant authorities like MPA and PSA, as well as industry players, around supply chain innovation, regulatory affairs and relevant port wide initiatives
- Represent CS in relevant internal VTS, AME and Global meetings as business partner and Voice of the Business.
- Ensure effective delivery of service to all levels of internal and external customers
- Review and support account managers with handling customer complaints and escalations
- Maintain and develop a positive, productive service environment which drives a customer-focused culture
- Develop and implement relationship management plans to identify and build relationships with customer stakeholders, to enable effective 2-way flow of information and resolution of issues
- Provide and communicate vision, strategy, clear goals and action plans, in line with prevailing VTS statement of purpose
- Motivate teams to commit to the strategy, vision and mission
- Drive organisational development by focusing on people development, organisational discipline and systemising processes and procedures
- Promote employee engagement opportunities and continually elevate positive organisational team dynamics within and across functions
- Proactively handle employee relations concerns in the CS department
- Ensure in depth and ongoing personal performance review and development planning with all team members
- Ensure proper on the job training time and materials for joiners
- Provide industry, business, product training relevant for the job
- Ensure appropriate daily team staffing and back-up system
- Manages, motivates and develops staff in the Customer Service teams
Requirements:
- Degree in Supply Chain / Business or related studies
- At least 6 years industry B2B leadership experience
- Experience in relevant industrial customer service, commercial or terminal operations is a bonus
- Experience in leadership positions is a strong bonus
- Strategic Thinking
- Ability to work under pressure in a fast paced environment
- Leadership and people management skills
- Ability in leading, influencing, driving and stimulating strategic decisions
- Robust, yet composed personality with positive energy and outlook
- Passion for serving challenging professionals with integrity
- Strong eye for detail with matching analytics skills
- Mastery level in communication and presentation skills
- Ability to collaborate comfortably at all levels
- Customer Orientation
- Results Orientation
