This role is essential in our ambition to be the best-in-port terminal for vegoils, biodiesel, oleochemicals and base oil, and to differentiate by delivering the best in port customer service. The Vlaardingen terminal is well-positioned in an increasingly competitive marketplace to deliver excellent services to our customers. There are however still a lot of opportunities to improve on. This role shall play a key role in further locking ourselves into our customer's supply chains and building a strong service culture in the years ahead. If this is you, then we'll be happy to meet you!
The Manager Customer Service not only ensures the efficient and effective servicing of customers within Vopak Vlaardingen but also finds ways to exceed our customer's expectations. By doing so, the Manager Customer Service & Planning establishes and improves customer satisfaction, in line with the agreed Vopak strategy. Additionally you manage our Planning department in such a way that we execute our customer's programmes in a reliable and predictable way and add value to their supply chains. The Manager Customer Service reports to the Terminal Manager and manages the Customer Service & Planning department.
An education at University/ HBO+ level;
A minimum of 3 years experience in leading a team and a background/experience in operations;
Experience in oil, chemicals and/or (bio)fuels;
Ability to build bridges across functions;
Excellent oral and writing skills in English;
Excellent communication and negotiation skills;
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.
Your role as a Manager Customer Service & Planning
An excessive focus on realizing the best customer service levels possible
Build, develop and maintain (senior) relations with customers with a focus on improvement projects, performance levels and events to increase customer retention and satisfaction. This in close cooperation with the Commercial Department and Operations
Leading the Customer Service and Planning department, by attracting, leading, developing and facilitating employees in a way that they are capable of realizing the department's objectives
Ensure first time right execution of order intake and planning process according to the customer contracts.
Initiating and leading (data-driven) continuous improvement of processes to ensure a best in port customer service and optimal planning.
Collaborate closely with MT to establish service strategy and targets, a service culture throughout the organization, and to monitor and steer on service performance, budgets etc.
Develop service improvement plans
Evaluate our service levels with customers during Operational review meetings and follow up of the customer surveys and complaints/claims
Develop Service Level Expectations with our customers and monitor these by KPI dashboarding
Maintain relationships with third-parties like shipping companies, hauliers, and agents.
Pro-actively support and contribute towards implementation of the terminal master plan for Vopak Vlaardingen
Vopak takes care of you
Colleagues with whom you can laugh and who together turn setbacks into solutions. The most varied job in which you can make a difference for the future of Vopak. And you get:
A marktconform salary, depending on your experience and knowledge.
A collective health insurance policy whereby Vopak pays 50% of the nominal costs.
A good pension plan through our own pension fund.
Good career opportunities through various opportunities.
Welcome to Vopak
In our strong family culture we pay attention to our people. We look at your talent and give you great opportunities. This way you learn your entire career, often also from the people around you. We pay close attention to each other when it comes to safety and health. Our environment is also very important to us, so we work with a lot of attention for the environment.
We would like to hear from you! Apply directly via the 'apply' button. Questions? Please contact the recruiter.
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