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 and assists in customer audits
• Hosts customers on offsite events (outside office hours)
  

Work Environment

This employee generally works in an office environment, away from extremes of cold or heat. Limited to no exposure to noise and vibrations other than normal daily office sounds. The noise level in the work environment is usually moderate. The employee should not have regular exposure to fumes, odors, toxic conditions, dust or poor ventilation.

Physical Demands

While performing the duties of this job, the employee is regularly required to walk, sit, speak and hear. The employee is required to stand, use hands to finger, handle, or feel; reach with hands and arms; the employee may be required, on occasion, to climb or balance, stoop, kneel, or crouch. The employee may occasionally lift and/or move up to ten (10) pounds. Specific vision abilities required by this job include close vision, peripheral vision, depth perception and ability to adjust focus. Employee may be required to travel by air, rail, bus, or car.

Applicants must be eligible to work in the United States. The Company will not sponsor immigration or work visas.

Inclusion & Diversity

Vopak stores vital products with care. Our commitment to care extends to all our stakeholders, including our own employees, new talents and people in our local communities around the globe. We believe that each individual has the right to be treated with respect and dignity, and to work in a professional atmosphere that promotes equal opportunities and prohibits discrimination or harassment on the basis of race, color, national origin, religion, sex, sexual orientation, age, political orientation or trade union membership, allowing everyone at Vopak to develop their full potential.

It is Vopak’s policy to employ and administer employees without regard to race, color, religion, gender, sexual orientation, age, national origin, disability, citizenship status, or status as a disabled veteran or veteran of the Vietnam Era and in accordance with federal and state civil rights laws.

Accommodations

If you require reasonable accommodation to complete a job application, pre-employment testing, or a job interview, or to otherwise participate in the hiring process, please contact hr.usa@vopak.com.

Want to start as a Customer Service Manager at Vopak?

Are you ready to share your vision and contribute to Vopak's projects? Then start as a Customer Service Manager and apply now!