Customer Service Manager

Are you up for the challenging next step in your career? Stolthaven’s Customer Service department is looking for a Customer Service Manager who will oversee the division of work to the Customer Service Representatives. Manage, monitor, and improve the performance of Customer Service. Ensure the CS department meets organizational goals and expectations. Ensures that all activities are consistently executed with SHVN's existing Quality Management System.

Key Responsibilities

• Oversee the division of work to the Customer Service Representatives.
• Manage, monitor, and improve the performance of the Customer Service Team.
• Represent and develop processes within the team that improve customer satisfaction, customer relationships and business execution accuracy.
• Improve customer service experience and facilitate organic growth.
• Oversee the order acceptance process and communicate with internal departments if escalation is needed.
• Participate in the order acceptance process and communicate with the Operation Manager/ supervisors in a timely and accurate manner.
• Maintain an orderly workflow according to priorities.
• Write and conduct formal performance appraisals and participate in various personnel actions, including hiring, training, discipline, and termination.
• Analyze statistics and compile accurate reports.
• Take ownership of customers' issues and follow problems through to resolution.
• Mentor and develop customer service representatives and nurture an environment where they can excel through encouragement and empowerment.
• Accompany customer visits as required.
• Update CRM with visit reports / competitor info / market knowledge and other relevant account information.
• Assist in the preparation of terminal reporting.
• Liaise with the commercial department on customer inquiries for new business opportunities.
• Assist with projects as they may arise.
• A customer service manager builds and maintains lasting customer relationships and loyalty whilst delivering a customer-centric experience.
• Oversee and manage the order process flow for all customers. Coordinate the customer assignment. Responsible for setup Operational Review Meetings.
• Lead in continuous improvement and process optimization. Responsible for effectively and productively managing resources.
• Initiate Customer leadership teams.
• Develop and monitor training plan for customer service team.

Qualifications

• Possess a diploma in any discipline.
• Preferably experience in the (petrochemical) Industry.
• Experienced in leading teams and improving processes.
• Deep understanding of the customers' needs, products, and supply chain.
• Ability to think strategically and to lead.
• Excellent verbal and written communication skills.
• Organizational skills and able to drive the organization in an effective and efficient way.
• Able to effectively manage personnel and delegate tasks to a diverse staff.
• Ability to prioritize and set goals short and long term.
• Analytical mind.
• 5-day work week with the need to perform standby for 24hrs call when required.
• Willing to work in Jurong Island (Company transport is provided at designated pickup point).

What we offer

Join us and become part of a family-founded organization where your contribution counts.

• A full-time and permanent role.
• Working Hours: 5 days’ work week (Mon-Fri), 8.30am to 5.30pm.
• A competitive compensation package, including a 13th month.
• Good Flexible Medical Benefits for you and your family members.
• Company Transport is provided at designated pick-up point.

How to apply

• Complete the online application form and send it to us along with your CV.
• Short-listed candidates will be invited to attend an interview at our terminal.

Got questions about the process? Contact ap.lim@stolt.com.

About Stolt-Nielsen

The Stolt-Nielsen portfolio consists of its three global bulk liquid and chemicals logistics businesses: Stolthaven Terminals, Stolt Tankers and Stolt Tank Containers – Stolt Sea Farm and investments in LNG. Stolt Tankers is a division of Stolt-Nielsen Limited (SNL), focused on opportunities in logistics, distribution, and aquaculture. Stolt-Nielsen Limited is listed on the Oslo Stock Exchange (Oslo Børs: SNI). Our values: We act pragmatically, collaborate for success, commit to go further, and seek creative solutions.

Disclaimer for recruitment agencies

We don’t accept any unsolicited applications or CVs from recruitment and selection agencies.