Customer Services Manager

Customer Service Manager

Start your career as a Customer Service Manager at Vopak and contribute to social themes such as energy security and energy transition. We offer you a safe and pleasant working environment where equality, diversity, and satisfaction are of paramount importance.

As a Customer Service Manager, you will build together with all your colleagues in South Africa on our ambition to be the best in port at leading locations. Vopak South Africa is a growing company and major investments have been made. As a Customer Service Manager, you will join our motivated team in South Africa at Vopak South Africa to optimize the use of the infrastructure and contribute to a culture of being proud to work for this growing company.

Ready to develop yourself and make a positive impact? Improve the world and start as a Customer Service Manager at Vopak.

What will you do as a Customer Service Manager?

The Customer Service Manager ensures the efficient and effective servicing of customers within Vopak Terminals South Africa. The Customer Service Manager will lead a team of customer service representatives who are responsible for the handling and planning of customer service offerings. The scope of the activities comprises the entire process from lead to contract support (SLA, customer expectation management) through to order acceptance and execution, supporting the planning & scheduling of activities, invoicing and customs, including monitoring and deviation management. Further to this, the Customer Service Manager would play a key role in the continuous improvement of the front line execution processes. The Customer Service Manager will report to the Operations Manager South Africa.

What do we offer you?

• A market-based salary that is commensurate to your knowledge & experience, coupled with attractive bonuses
• Relevant and competitively placed allowances
• Various growth & developmental opportunities
• Disability & Risk Insurance that is fully subsidized by the company
• Group Medical Aid where Vopak pays 50% of the nominal costs
• Excellent Retirement Scheme funding through our Group scheme retirement fund
• Wellness Agenda that authentically connects and cares for our people and promotes work/life balance
• Great working environment & a diverse and inclusive culture

What do we expect from you as a Customer Service Manager?

• Applicable Customer Service / Commercial degree
• Relevant experience in leading a team
• Background/experience in operations and/or sales
• Capacity to build excellent and proactive customer relations on multiple levels (functional and hierarchical)

What does your day look like?

• Build, develop and maintain relations with customers and deploy these relations by initiating improvement projects to ensure and pro-actively improve customer service, performance levels and quality in customer relations on operational levels and increase customer retention and satisfaction. This in close cooperation with the Commercial Department and Operations
• Maintain and improve customer service levels regarding both internal and external customers
• (Co-) Lead Operational Review meetings with customers and follow-up on results of Customer Satisfaction surveys.

What can you expect from your employee experience?

You are going to experience that we care & dare: We are empathetic. We know when to lead and know when to let others lead. We attract, grow and coach future leaders. We aim to communicate in a clear & authentic way. We solicit feedback, ask and listen, learn and unlearn. You will grow with your team: Whatever our role, we support business, in a thoughtful way, to create value for our teams and our clients. We embrace new ways of working applying digitalization to provide solutions. We lead the We: We have a passion for winning and growing as a team. We inspire people to deliver a joint performance. We create an inclusive environment where different thoughts, generations, cultures and experiences are valued and encouraged.

Your core responsibilities are:

• Leading the Customer Services department, by attracting, leading and developing employees in a way that they are capable of realizing the department's objectives
• Initiating and leading continuous improvement of the front line execution processes to strive for nothing less than perfect execution and to ensure an efficient and effective service delivery to customers
• Use performance management and KPI's on a routine basis to reach higher performance levels by understanding and implementing improvements
• Ensure execution of customer order fulfilment and order to invoice process and management of the contracts agreed with customers of Vopak South Africa in close cooperation with the Commercial team, in order to contribute to customer satisfaction
• Ensure adequate handling of complaints, demurrages and claims, in line with the customer service policy and in consultation with the Commercial Manager and Terminal Manager, in order to minimize losses and harmful effects to the reputation of Vopak South Africa
• Ensures operations and customer order plan are well aligned and delivered to operations by managing the team of planners
• Ensure regular review and reporting of progress in realization of the customer services year goals, customer performance, budgets, follow up of the customer survey and complaints/claims, in order to initiate actions and drive improvements where required

Want to start as a Customer Service Manager at Vopak? Are you ready to share your vision and contribute to Vopak South Africa? Then start as a Customer Service Manager and apply now!