Customer Service Manager

Start your career as a Customer Service Manager at Vopak and contribute to social themes such as energy security and energy transition. We offer you a working environment that is safe and pleasant and where equality, diversity and satisfaction are of paramount importance. Ready to develop yourself and make a positive impact? Improve the world and start as a Customer Service Manager at Vopak.

What will you do as a Customer Service Manager?

This position aims to increase customer satisfaction by acting as the liaison and primary customer contact for Terminal services; ensures that all complaints are resolved in a timely manner and all claims are handled to the satisfaction of the customer and the Company; oversees the scheduling, tracking, reporting and invoicing functions for the Terminal.

What do we offer you?

• Various flexible and hybrid work schedules.

• Competitive, market-based compensation package depending on your experience and

• knowledge.

• Career development and growth opportunities.

• Medical / Dental / Vision Insurance

• Flexible Spending Account Options

• Short Term/Long Term Disability Insurance

• Basic and Supplemental Life/AD&D Insurance

• 401(k) Incentive Savings Plan

• Paid Holidays (Fixed and floating)

• Paid Time Off and Sick Days

• Additional Benefits:

  • Tuition Reimbursement

  • Employee Assistance Program

  • Accident Insurance

  • Legal Plan

  • Critical Illness Insurance

  • Hospital Indemnity Insurance

  • Legal Plan

  • ID Theft Insurance

  • Universal Life

What do we expect from you as a Customer Service Manager?

• Must possess or be able to obtain a TWIC (Transportation Worker Identification Credential) as required by the Maritime Transportation Security Act.

• Bachelor’s degree

• 3-5 years terminal experience preferred; in-depth knowledge of terminal operations

• Excellent people skills, including the ability to handle disgruntled customers and insure a result of satisfaction with Vopak;

• Project management skills; supervisory skills

• Excellent computer skills, including ability to use MS Office Suite, financial system programs; various email, internet, and other programs used by the Company

• Ability to manage, motivate, coach and work with other people to accomplish Company and departmental objectives

• Customer service focus including the ability to communicate diplomatically; problem solver

• Ability to multi-task; experience in project management

• Excellent English communications skills; both oral and written

What does your day look like?

Your core responsibilities are:

• Abides by all safety procedures and practices applicable to location and position; participates in appropriate safety training; demonstrates commitment to and support of SH&E principles and values; champions safety as necessary

• Oversees the following:

  • Processing of customer claims, inputting orders in system for incoming and outgoing product movements

  • Tracking and reporting product movements as required by customer

  • Tracking of tank terminations and communicates information to operations/utilities to ensure timely tank cleaning

  • Processing of paperwork for product movements; ensures proper documentation

  • Handling of all aspects of marine and land orders

  • Billing of customers for any storage costs

  • Product change updates in system

  • Invoicing customers for services rendered

  • Complaint handling process

• Manages customer service representatives, invoicing specialists

• Trains, motivates, develops, and evaluates customer service employees

• Works closely with Sales and Operations to ensure that customers’ needs are met

• Manages business-to-business projects

• Handles escalated customer complaints

• Handles government reporting

• Produces customer reports

• Creates manual spreadsheets for services that system programs cannot accommodate

• Performs other duties assigned by management that fall within the generally expected scope of this position

• Coordinates and leads Customer Operational Review Meetings

• Manages Customer Surveys for the terminal

• Attends an