As a Manager Customer Service & Planning you ensure the efficient and effective servicing of customers within Vopak Vlissingen. You will lead a team of customer service representatives who are responsible for the handling and planning of customer programs. The scope of the activities comprises the entire process between order acceptance to planning & scheduling of infrastructure.
An education at University/ HBO+ level;
A minimum of 3 years experience in leading a team and a background/experience in operations;
Ability to build bridges across functions;
Excellent oral and writing skills in English;
Excellent communication and negotiation skills;
Flexibility and a high-energy level is required as this is a full time position including (commercial) activities outside office hours;
Other skills required: leadership and development skills, Entrepreneurial, energetic personality, ownership, self-employed, hands-on, no nonsense mentality and the ability to get things done.
What we can offer
Market conform salary depending on skills and experience
30 holidays on a annual basis
Collective Health Insurance (contribution Vopak of 50% of basic package)
Vopak's own pension scheme https://pensioenfonds.vopak.com/
We will continuously invest in your personal growth, and future career path within Vopak
Tasks & responsibilities
Build, develop and maintain (senior) relations with customers and deploy these relations by initiating improvement projects to ensure and proactively 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;
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 continues improvement of processes to ensure an efficient and effective service to customers;
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 if necessary;
Initiate development of systems and tools with regard to data management in order to optimally facilitate administrative processing of customer service processes;
Ensure execution of customer order fulfillment and order to invoice process and management of the contracts agreed with customers of Vopak Vlissingen related to the output of the terminals on customer service issues, in close cooperation with Sales Managers, 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 Vlissingen;
Maintain and improve customer service levels regarding both internal and external customers;
Pro-actively support and contribute towards implementation of the terminal master plan for Vopak Vlissingen.
We would like to hear from you! Apply directly via the button at the bottom of the vacancy. Our application procedure: 1st interview - Assessment - 2nd interview.