Customer Service Representative (CSR)

Job description

Company Impala Terminals Group (“ITG”) facilitates the global trade of commodities by offering producers and consumers reliable and efficient access to international markets. Through its network of 30 strategically located assets and operations in 20 countries, Impala provides critical storage infrastructure services to energy and dry bulk customers around the world. The company manages two global businesses – Liquid and Dry Bulk storage - and is a joint venture between one of the world’s largest commodity trading houses, Trafigura, and the global fund manager, IFM Investors. ITG is a Joint-Ventures between Trafigura and IFM investment fund, owning and operating various assets such as ports, terminals and multimodal logistics assets chains in export driven emerging markets for both liquid and dry cargos. Main Purpose: The Customer Service Representative (‘CSR’) supports the execution of our customer’s trade, by handling its logistics programs on the terminal. This means handling all aspects of order processing, planning of infrastructure, and maintaining an overall view on progress and efficiency. The CSR serves as the main contact for the customer at the terminal and aligns with both internal and external collaborators to ensure flawless service delivery. The position resides in the Customer Service & Customs (CSC) department and reports to the CSC manager. Key Responsibilities: SAFETY: Strict adherence to procedures for safe storage and handling petroleum product at the terminal, in line with prevailing permits and legislation. Ensures that the customer and relevant third parties are aware of the safety requirements and monitors compliance. ENVIRONMENTAL: Compliance to environmental and regulatory issues where relevant in own section / area. ECONOMIC: Supports the organization with actively contributing to continuous improvement of work methods and procedures, to ensure an efficient work execution. OPERATIONAL EFFICIENCY: Continuous optimisation customer logistics / blend programs on the terminal, together with relevant colleagues in Operations, HSEQ and Maintenance is a key indicator for customer loyalty. Other Responsibilities: Customer Logistics Programs Daily management of customer orders, including order acceptance, registration & monitoring during execution; Strict monitoring of compliance to prevailing safety criteria and procedures, e.g. product acceptance; Strict monitoring of compliance to prevailing Customs legislation and procedures; Provide the day-to-day Customs handlings, declarations and stock administration following procedures and SOP’s in compliance with prevailing Customs legislation. Planning infrastructure for execution of logistic programs, engage with relevant third parties (Agents, Surveyors); Works closely and daily coordination with Operations, Maintenance and HSE for efficient operational execution and defining priorities within programs; Detailed document handling & reporting to customers; Daily engagement with the customer regarding the ongoing (blend) programs. Assistance with the periodic internal & external audits Customer Loyalty Adhere to feedback management procedures (complaints, claims, compliments) to ensure speedy service recovery and clear customer communication; Lead periodic Business Review & Preview Meetings with customers and third parties (surveyors) to discuss what goes well, and what we can do better; Build ongoing relationships with customers and third parties through regular online and face to face engagements, or by other means, like performance surveys. Knowledge HBO working / thinking level, preferably bachelor degree or equivalent experience in a related field; Minimum of 5 years in logistics in the Energy industry ideally in liquid tank storage; Proven experience in customer services in industrial pressure cooker environments; Knowledge of the maritime industry and petroleum products is a plus; Familiarity with customs procedures in the liquid bulk industry is a strong bonus. Skills Tech-savvy and able to rapidly familiarise him / herself with relevant office and industry software; Quick and critical thinking; Highly pro-active problem solving and solutioning; Ability to use data analytics for performance and service improvement. Abilities: Outstanding interpersonal and active listening skills; Excellent interpersonal skills in English, as well as Dutch; Confident in decision making under (time) pressure; Strong composure in conflict management; Strong capability to plan infrastructure for sophisticated logistics; Upholds a service approach in a fast-paced environment. To be successful in a 24/7 energy market, the role requires a robust, yet customer centric personality, with very strong analytical and interpersonal skills. Special Notes: This role includes irregular working hours (like after hours duty) in a dynamic team that operates, like its customers, 7 days a week. The role will include irregular hours and duty. Essentially the team will be on site between 8am and 8 pm, which means one of the 4 starts 12 noon – 8 pm (in a roster of 4 weeks) and we need to have a duty officer role in that 4-week roster as well, a person who takes calls after 8 pm till the next morning including weekends. Key Relationships: Internal Customer Service & Customs Manager, Shift Supervisor, Operations Manager, Customs Compliance Manager External Customers, shipping agents, cargo surveyors, Customs Equal Opportunity Employer We are an Equal Opportunity Employer and take pride in a diverse workforce. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, colour, religion, gender, sexual orientation, national origin, age, marital or veteran status, medical condition or handicap, disability, or any other legally protected status.