Customer Service & Customs Manager

Main Purpose:

Leading the service delivery process to achieve the required level of customer satisfaction by efficient order processing and a pro-active commercial and service proposition approach. This aligned with the terminal business plan, commercial objectives, as well the logistics, planning and customs processes to contribute to the realisation of the objectives of the company short and long term. Advocating for the customer in discussions with other ITR team members, and taking ownership for the performance of their departments.
Plan, manage, coordinate and control customer activity to achieve outstanding customer outcomes, balancing terminal interests and capabilities. Identify commercial opportunities as well as opportunities to leverage added value and process improvement.

Participate in the management team for Rotterdam Terminal, supporting the General Manager in ensuring customer satisfaction and continued business relationships.

Knowledge Skills and Abilities, Key Responsibilities:

Knowledge, Skills and Abilities:

Experience:

• Bachelors degree in Logistics, Economics, Business Administration
• 5 to 10 years’ experience in management position in Energy Infra, commodity trading, liquid bulk
• Must be progressive, flexible and active to deal with planned and emergency work
• Strong management / supervisory supervisory experience, preferably in multi-cultural environments
• Expertise in inspection, reliability and maintenance programming
• Proven expertise in applicable codes and standards
• Solid exposure to contracts management
• Familiar with local contractors and service providers in the Terminals industry

Skills: 

• Strong leadership skills
• Commercial acumen and stakeholder management
• Competence in the use Microsoft Office Suite applications, presentation tools and programs
• Experienced user business software linked to the larger enterprise management system
• Strong financial acumen, combined with the ability to interrogate information, challenge logic and effectively communicate and negotiate outcomes
• Attention to detail
• Full proficiency in Dutch as well as English is essential

Competencies:

• Self-motivated with high level of resilience
• Pragmatic & solutions driven
• Confident to communicate complex information to other parties in writing as well as verbally
• Team player
• Commercial awareness and understanding of operating in Rotterdam
• Sound knowledge of supplier and third-party management
• Able to foster strong supplier relationships

Key Responsibilities:

Responsibilities include but are not limited to:

• SAFETY: Ensure good working practices and housekeeping is maintained.  Responsible for personal safety and safety of others within the working environment
• ENVIRONMENTAL: Compliance to environmental issues where relevant in own section / area
• ECONOMIC: Oversee and manage customer service budget
• OPERATIONAL EFFICIENCY: Ensuring efficiencies in the customer service & customs team, driving continuous improvement.

Responsibilities:  

Strategy:

• Contribute to the development and approval implementation and realization of the overall strategy.
• Develop and ensure realisation of the customer satisfaction and logistics strategy of the terminal in line with the company strategy and budget, and with approval of the general Manager.

Budgeting:

• Formulate yearly planning and budgeting for the Customer Service department and monitor the actual performance against budget to reach the departmental goals, initiating actions if necessary.

HSEQ:

• Contribute to the development of HSE policies and procedures; monitor actively the execution of HSEQ policy and procedures to ensure a safe and healthy working and living environment.
• Monitor control of substances, ensuring the components we handle are in line with the pre-cleared materials, and kicking off new material clearance processes if they are different.
• Ensuring our customers understand our HSEQ requirements and flagging potential conflicts on the ship / shore interface.

Logistics business / year plan:

• Formulate and once approved, communicate and implement a logistics and CSC plan for the Terminal.
• Prioritise improvements in efficiency, work processes and information supply, committing management and staff team members to the overall objective.

Communication:

• Build and maintain active & effective relationships with customers and (other) business partners within the boundaries of the commercial contracts and with other de