Customer Service Manager

2 weeks ago


Singapore TALENT TRADER GROUP PTE. LTD. Full time
{"Roles & Responsibilities": "Lead Our Customer Service Team

As a key member of our team, you will be responsible for ensuring our Customer Service & Planning team is equipped with the correct knowledge, tooling, and staff strength to manage accounts effectively. Your expertise will be crucial in resolving planning conflicts or service disruptions, providing clarity on logistics processes and guidelines, and maintaining relevant performance indicators to drive process improvement and cost savings for our customers.

Key Responsibilities:
  • Support the team in resolving planning conflicts or service disruptions
  • Provide clarity on logistics processes and guidelines
  • Lead daily team meetings to ensure alignment and progress
  • Maintain relevant performance indicators to drive process improvement and cost savings
  • Liaise with Terminal Manager and Commercial Manager to resolve logistics issues
  • Ensure highest standards in Service Recovery, focusing on preventing recurrence of service incidents
  • Lead quality operational review/preview meetings to understand customer business needs and improvement areas
  • Empower account managers to build powerful personal partnerships with customers and third parties
  • Actively track improvement actions and effectiveness of preventive measures
  • Liaise with Terminal Manager and Commercial Manager to ensure timely incident investigation and follow-up
  • Lead NPS surveys, complaints, and compliments from customers and third parties
  • Ensure effective delivery of service to all levels of internal and external customers
  • Review and support account managers with handling customer complaints and escalations
  • Maintain and develop a positive, productive service environment that drives a customer-focused culture
  • Develop and implement relationship management plans to identify and build relationships with customer stakeholders
  • Provide and communicate vision, strategy, clear goals, and action plans in line with our company's statement of purpose
  • Motivate teams to commit to the strategy, vision, and mission
  • Proactively handle employee relations concerns in the CS department
  • Ensure appropriate daily team staffing and back-up system
  • Manage, motivate, and develop staff in the Customer Service teams


Requirements:
  • At least 5 years of industry B2B leadership experience, preferably in Oil & Gas, Petrochemical, or Tank Storage related industries
  • Experience in relevant industrial customer service, commercial, or terminal operations is a bonus
  • Experience in leadership positions is a strong bonus
  • Immediate starter is preferred


About Us:

Talent Trader Group Pte. Ltd. is a leading provider of logistics and customer service solutions. We are committed to delivering exceptional service to our customers and building long-term relationships with our partners. If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity.

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