Customer Service & Planning Manager (Oil & Gas | Petrochemical) - West
3 months ago
Ensure the Customer Service & Planning team is equipped with correct knowledge, tooling and staff strength to manage accounts
Support in cas..
- 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
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