- Ensure the Customer Service & Planning team is equipped with correct knowledge, tooling and staff strength to manage accounts
- 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
- Lead NPS surveys, complaints and compliments from customers and third parties
- 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
- Proactively handle employee relations concerns in the CS department
- Ensure appropriate daily team staffing and back-up system
- Manages, motivates and develops staff in the Customer Service teams
Requirements:
- At least 5 years industry B2B leadership experience preferably in Oil & Gas | Petrochemical | Tank Storage related industry
- Experience in relevant industrial customer service, commercial or terminal operations is a bonus
- Experience in leadership positions is a strong bonus
- Immediate starter is preferred
Interested applicants for the above advertised position(s), please kindly email an updated copy of your resume to: [email protected]
EA License No.: 13C6305
Reg. No.: R2093254
For candidate who applied for the advertised position is deemed to have consented to us that we may collect, use or disclose your personal information for purpose in connection with the services provided by us.
