• Job Description

  Req#: R-011352

  Main Purpose:

  Supervises the customer service line staff regarding front-end (ie. order taking, query handling, delivery scheduling) and back-end (ie. Credit Notes, Debit Notes, Mass Balance revisions) activities. Resolves issues, works with customers and staff to overcome conflicts and to provide quality customer service. Achieves the general objectives of the department, which are to provide a high quality service to our external and internal customers.

  Knowledge Skills and Abilities, Key Responsibilities:

  KEY RESPONSIBILITIES

  Supervision

  • Supervises, coordinated and oversees all the Customer Service Center activities (i.e., managing incoming calls, handling customer requests, scheduling of fuel deliveries, deleting unloaded orders, generate credit and debit notes, etc.).
  • Provides support to Sales by managing an efficient customer service interface (i.e., support existing communication strategies, provide information to customers, etc.).
  • Monitors effectiveness of Customer Service agent staff and the efficiency of the fuel scheduling process.
  • Ensures team provides a professional and efficient service to our internal and external customers.
  • Adheres to call center best practices complying with existing rules and attending customers within expected service levels.

  Customer Interface

  • Manages the incoming flow of customer calls, by setting up an efficient call center operation to handle all order-to-cash related activities.
  • Ensure active and efficient Business support Fresh desk email is implemented and monitor customer responsiveness and query resolution within agreed SLA. Elaborates handles and solves complaints originating from external/internal customers related to the provided customer service level.
  • Receives customer product orders, providing information regarding product price and credit status.
  • Coordinates the creation of Credit and/or Debit Notes resulting from invoicing corrections or price adjustments.
  • On Boarding Customer Contacts to E-Puma Portal as required.
  • Supports Account Receivable in resolving disputed invoices by coordinating delivery validation with Terminal Managers.
  • Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
  • Gives support to the Sales areas with the communication strategies, information and news to the clients and providing feedback about the product availability.

  Customer Master

  • Ensures MDM team creates and maintains the customer master data in Navision for delivered (CIF) and Ex-Rack (FOB) customers.

  Delivery Scheduling

  • Coordinates the scheduling and delivery of product to customers, by ensuring efficient use of all trucks and achieving satisfactory service levels.
  • Develops optimized delivery schedules ensuring lowest cost to serve and satisfactory service levels.
  • Search for the proper balance between service quality and fleet efficiency. Ensure a controlled frame work for all redirections and that BSM approves them all.

  People Development

  • Coach employees in interpersonal relationships in order to serve the internal and external customers.
  • Creates a positive environment that promotes and recognizes individual and team efforts.
  • Develops the necessary skills and competencies within the team to support the business goals and objectives.

  REQUIREMENTS

  Experience:

  • Undergraduate University Degree.
  • At least 3 year of experience in similar position preferably in customer service, with direct reports.
  • Experience in Customer Relation Management Systems (CRM System) preferred.
  • Experience in Oil Industry is added advantage.

  Skills:

  • Proficient in Microsoft Office and Outlook.
  • Need to be able to have a conversation in English.
  • Need to be able to read and write in English

  Competencies:

  • Excellent verbal and written communication skills;
  • Ability to establish adequate personal relationships;
  • Analytical capacity and ability to work under pressure.
  • Ability to solve problems in adequate way.
  • Customer Service Oriented.
  • Quick learner.
  • Excellent planning and organization skills.
  • Proactive and detail-oriented
  • Strong leadership and influence skills.
  • Team player

  Key Relationships and Department Overview:

  KEY RELATIONSHIPS

  • Internal – Pricing Manager & Finance Controller, Territory Managers, Credit & Collection Supervisor & Terminal Managers.
  • External – External customers

• About the company

  Puma Energy is a Swiss multinational mid- and downstream oil company, majority-owned by Swiss company Trafigura.

Notice