Manager, Customer Service

Storing vital products with care

Storing vital products with care

Position Summary

This position aims to increase customer satisfaction by acting as the liaison and primary customer contact for Terminal services; ensures that all complaints are resolved in a timely manner and all claims are handled to the satisfaction of the customer and the Company; oversees the scheduling, tracking, reporting and invoicing functions for the Terminal.

 

Essential Job Functions

  • Abides by all safety procedures and practices applicable to location and position; participates in appropriate safety training; demonstrates commitment to and support of SH&E principles and values; champions safety as necessary
  • Oversees the following: 

  • Processing of customer claims, inputting orders in system for incoming and outgoing product movements 
  • Tracking and reporting product movements as required by customer 
  • Tracking of tank terminations and communicates information to operations/utilities to ensure timely tank cleaning 
  • Processing of paperwork for product movements; ensures proper documentation 
  • Handling of all aspects of marine and land orders 
  • Billing of customers for any storage costs 
  • Product change updates in system 
  • Invoicing customers for services rendered 
  • Complaint handling process
  • Manages customer service representatives, invoicing specialists 
  • Trains, motivates, develops, and evaluates customer service employees 
  • Works closely with Sales and Operations to ensure that customers' needs are met 
  • Manages business-to-business projects 
  • Handles escalated customer complaints 
  • Handles government reporting 
  • Produces customer reports 
  • Creates manual spreadsheets for services that system programs cannot accommodate 
  • Performs other duties assigned by management that fall within the generally expected scope of this position
  • Coordinates and leads Customer Operational Review Meetings
  • Manages Customer Surveys for the terminal
  • Attends and assists in customer audits 
  • Hosts customers on offsite events (outside office hours)
 

Experience Requirement

  • 3-5 years terminal experience preferred; in-depth knowledge of terminal operations

  • Excellent people skills, including the ability to handle disgruntled customers and insure a result of satisfaction with Vopak;

  • Bachelor degree

  • Project management skills; supervisory skills

  • Excellent computer skills, including ability to use MS Office Suite, financial system programs; various email, internet, and other programs used by the Company

  • Ability to manage, motivate, coach and work with other people to accomplish Company and departmental objectives

  • Customer service focus including the ability to communicate diplomatically; problem solver

  • Ability to multi-task; experience in project management 

  • Excellent English communications skills; both oral and written

Application process

1
Step 1
Apply
2
Step 2
1st interview
3
Step 3 (optional)
Online assessment
4
Step 4
2nd interview
5
Step 5
Welcome!

More information about this vacancy?

Get in touch with

Kyle Zandy

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