Customer Service Executive
2 weeks ago
Singapore
Operations
40 hours
**Description of**
**this vacancy**:
**Join Vopak in Asia & Middle East. Make an impact.**
**Your role and impact**:
As our **Customer Service Executive**, you will be responsible for maintaining day to day contact with our customers and managing their logistic programs, establishing and maintaining customer relationships is essential. Are you ready to make an impact on our growing business in our region? Read on to find out more about this exciting job opportunity
**A rewarding place to work**
**Who are we?**
**Responsibilities**:
- Develop and implement relationship management plans for customers to identify service improvements and build relationships with relevant decision makers and influencers within the customer organization
- Act as single point of contact for designated customers
- Support customers’ needs by having a strong knowledge of the customers’ business, products and markets.
- Conduct periodic Service Review Meetings
- Work closely with Commercial time in Lead to Contract phase
- Work closely with Planning and Operations to translate the customer service request into executable program
- Review the programs continuously for optimisation
- Ensure that there is compliance and safeguarding of company’ operational processes
- Find and determine solutions for challenges and delays in customer programs
- Ensure that we minimise the impact of infrastructure downtime on customer programs
- Manage the order processing process and ensure that documentations are in place and updated
- Conduct Vessel Clearance
- Guard order and product acceptance process
- Coordinate order processing with Logistics Representative (drumming and trucking orders)
- Review Service KPIs periodically and discuss performance with customers to identify issues as soon as possible
- Initiate improvement proposals, follow-through actions
- Engage in active third parties like surveyors and agents for service improvements, and reviews
- Register service incidents in CRM system
- Take ownership of the incident investigation process for service incidents
- Articulate a clear investigation report stating direct / root causes, corrective actions and preventive measures
- Provide report-out and follow-up with the customer and support possible claims management
**Requirements**:
- Diploma/Bachelor’s Degree with 3 years working experience in customer service environment
- Good to have operational or Logistics experience in Oil & Gas or bulk logistics
- Good to have experience in maritime / vessel operations is a bonus
- Relevant experience in (industrial / B2B) in a fast paced & dynamic environment
- Robust personality with positive energy and outlook
- Relentless will to optimise and improve: solution creator
- Ability to communicate effectively, both written and verbally
- Ability to collaborate comfortably at all levels
- Accuracy in order management and reporting
- Detailed and meticulous
- Strong stakeholder relationship and networking skills
**How to apply?**
This Job Description is not intended to be all-inclusive. The employee may cover other related duties to meet the ongoing organizational needs.
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