Customer Service Manager

reports to Terminal Manager

Location: Huizhou China

Job Functions:

To lead the customer service team, plan, organize and manage the daily operations

• To update and develop the administrative system ,CS procedures for seamless process with other functional departments on executing customer’s nomination
• To work with internal departments and external authorities for securing the non-stoppage of our services;
• To plan the daily operation base on customer’s nomination to full utilize facilities and other resources.
• To communicate customer’s nomination and daily operation plan with other functional departments timely and accurately
• To update customers on the execution status of their nomination
• To ensure inventory accuracy and controllable cargo loss via regular stock level monitoring
• To optimize daily operation processes by improving MOT (means of transportation) service rates and assisting operations in improvement to on-site scheduling

Customer relationship Management

• Take over customer from commercial ensuring customer needs are understood and communicated to operation staff.
• Meet with new customers before operation start to clarify reporting and process requirements
• Organize and participates in periodical operational reviews with customers, collect their suggestions, and communicate internally
• Take lead on the action list follow up after the operation reviews to achieve the customer satisfaction
• Organize annual customer satisfaction survey and ensure the candidates are encouraged to respond.
• Based on the result of the survey, analyze with related departments and organize customer visits to discuss the results and jointly agree improvement plan
• Make sure the survey improvement plan are implemented with regular feedback to customers
• Maintain personal care system with all customer service staff(Vopak China system) for improving customer experience
• Conduct exit interviews for all contract expiring and not renewed and report to commercial and TM and GM.

Service Excellence

• Detect and address the potential area which may end in customer complaints
• Respond to customer’s complaint and communicate the issue internally to ensure a whole service response is provided on immediate action as well as prevention for future incidents.
• Take lead and chair bi-monthly service community meetings.
• Ensure customer needs are regularly reported to lean groups to ensure value addition is reviewed for each lean initiative.
• Participate in Vopak China service excellence initiatives and meetings.
• Take lead and champion Vopak China service excellence on behalf of the company.

Internal Reporting

• Submit monthly logistics and service activity reports to GM, TM and finance department;
• Optimize internal reporting by mostly using reporting systems like Qlik Sense, in conjunction with TM and GM to ensure data is both valid and informative.
• Submit KPI data to service excellence department of division office

People Management

• Provide continuous constructive feedback to employees on performance.
• Meet with each employee formally on a six monthly basis and provide feedback their performance.
• Assist HR to recruit and select CS staff when required.
• Assist employees to identify training needs based on performance review feedback and role requirements.
• Ensure that all direct reports roles and objectives are clear and understood.
• Conduct performance review meetings with direct reports.
• Manage the resourcing of the team (Including all leave and work schedules).
• Assist and develop the prospective employees.

Budget Management

• Submit the CS department budget before the deadline of the budget cycle.
• Control the expense within the budget.

other related works

• Assist financial and commercial departments in the customer relationship when they are finding difficulty in the collection of the storage/service fee.
• Complete other assignments from GM and TM.
• ERP system implementation as a terminal representative and leading the future extension per customer requirement. Keep monitoring the system performance.

Skills & Knowledge:

• University degree ;
• Good English and Mandarin communication skills, both in oral and written;
• Proficient in using MS office applications and ERP system
• Minimum five years of working experience in relevant function;
• Knowledge in petrochemical / logistics /  shipping / forwarding industry required;
• Understanding of tank terminal operations is a plus.
• Strong conflict resolving skills and team work spirit
• Good interpersonal communication skills
• Business writing skills