Manager Customer Services

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.

You will 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, Technical Department and Operations departments. Beside that you are going to lead the Customer Services department, by attracting, leading and developing employees in a way that they are capable of realizing the department"s objectives.

Working in a professional environment with colleagues you enjoy working with. And you get:

• A market-based salary according Hay 16 depending on your experience and knowledge;

• An attractive bonus scheme;

• The option to purchase 10 additional days of leave per year, in addition to the 30 you already receive;

• Group health insurance where Vopak pays 50% of the nominal costs;

• A good pension scheme through our own pension fund;

• Lots of freedom. Do you take initiative? We like that.

• An education at University / HBO+ level;

• A background/experience in operations and/or commerce;

• Ability to build bridges across functions;

• Excellent oral and writing skills in English;

• Excellent communication and negotiation skills;

• Analytical/conceptual 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.

As a Manager Customer Service & Planning you are going to 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.

You will also be responsible to 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.

Your core responsibilities are:

• Initiating and leading continues improvement of processes to ensure an efficient and effective service to customers;

• Initiate development of systems and tools with regard to data management in order to optimally facilitate administrative processing of customer service processes;

• 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.