Customer Service Manager


Description of
this vacancy

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

Candidate Journey

Want to know more?

We would like to tell you more!

Eve Chen

+86 (21) 53865656

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