Job Description

Start your career as a Customer Services Representative 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.
As a Customer Services Representative based at Terminal Durban, you will build together with all your colleagues in South Africa on our ambition to be the best in Port at leading locations. Vopak South Africa is a growing company and major investments have been made. As a Customer Services Representative you will join our motivated team in South Africa at Vopak South Africa to optimize the use of the infrastructure and contribute to a culture of being proud to work for this growing company.
Ready to develop yourself and make a positive impact? Improve the world and start as a Customer Services Representative at Vopak.
What will you do as a Customer Services Representative?
The Customer Services Representative will be responsible for managing allocated customers effectively and ensuring that the service promise is realized through the service delivery process. Monitor and report progress to the customer proactively, including deviation management. Managing the customer's expectations through service level agreement management and performance tracking and reporting.
The successful incumbent will be required to proactively ensure alignment of expectations and communications internally and externally, using the appropriate mediums to facilitate the delivery of the requested services, timeously and to prescribe quality standards. To provide service excellence in daily functions and maintain good customer relationships by providing effective customer service support.
What do we offer you?

• A market-based salary that is commensurate to your knowledge & experience, coupled with attractive bonuses
• Relevant and competitively placed allowances
• Various growth & developmental opportunities
• Disability & Risk Insurance that is fully subsidized by the company
• Group Medical Aid where Vopak pays 50% of the nominal costs
• Excellent Retirement Scheme funding through our Group scheme retirement fund
• Wellness Agenda that authentically connects and cares for our people and promotes work/life balance
• Great working environment & a diverse and inclusive culture

What do we expect from you as a Customer Services Representative?

• Grade 12
• Diploma or degree in Commercial, Business Management and Marketing
• 3-5 years relevant experience
• Proven ability to manage, maintain and deliver against Customer requirements

Skills Required:

• Interpersonal skills
• Teamwork
• Customer Orientation
• Result Orientation
• Quality Orientation
• Problem Analysis, judgement and solving ability
• Change management
• Data Analysis skills
• Planning & Organizing

Knowledge Required:

• High level ability in numeracy and literacy skills
• Moderate to advance computer skills
• Recommended systems skills
• Relationship nurturing skills
• Excellent telephone and email etiquette
• High attention to detail

Competencies:

• Analytical skills
• Above average written/oral communications skills
• Management skills
• Mathematical skills
• Conflict Management
• Report Writing skills

Alignment with Vopak Culture Pillars:

• Trust
• Collaboration
• Courage

What can you expect from your employee experience?
You are going to experience that we care & dare: We are empathetic. We know when to lead and know when to let others lead. We attract, grow and coach future leaders.
We aim to communicate in a clear & authentic way. We solicit feedback, ask and listen, learn and unlearn.
You will grow with your team: Whatever our role, we support business, in a thoughtful way, to create value for our teams and our clients. We embrace new ways of working applying digitalization to provide solutions.
We lead the We: We have a passion for winning and growing as a team. We inspire people to deliver a joint performance. We create an inclusive environment where different thoughts, generations, cultures and experiences are valued and encouraged.
Your core responsibilities are:
Key Account Management

• Fulfilling the role of Key Accounts Manager for allocated customers, including managing the operational review meetings, service expectation alignment through SLAs and KPI tracking aimed at continuous improvement of NPS

Order to Cash Process

• Validate and update customer orders/requests, verifying stock availability and capturing orders into the database in accordance with the customer requirements
• Plan with the various role players in order to ensure that the customer orders will be executed as requested
• Monitor the progress of the orders/requests with external/internal parties to completion as per the client requirement
• Report proactively to the customer on the status of the requests
• Manually captures customer orders in the absence of EDI
• Support the organization's drive to maximize throughput and revenues

Reporting and Data Accuracy

• Prepare the required Customer reports in relation to monthly statistics, customer inventory and general activities
• Collate and maintain KPI statistics for customers on required aspects of service, identifying opportunities for improvement to maximize operational efficiencies for the customer

Relationship Management

• Manage operational monthly meetings as well as quarterly operational review meetings (ORM) with customers on queries with regards to daily logistics, inventory, invoicing etc.
• Log customer complaints onto the database
• Co-ordinate and monitor the investigation to ensure reporting to customers as per required timeframes and ensure closure of actions
• Follow-up on NPS from Customers
• Deviations management, be it safety or service incidents
• Ensure proactive reporting, tracking and feedback to customers aligned to Vopak standards

Invoicing

• Prepare invoices; ensure correctness of the invoices and documentation prior to posting
• Follow up on unpaid invoices and escalate where necessary

Stock management

• Work closely with Stock Controllers to ensure stock movements are confirmed and reported timeously to customers
• Ensure slops are accurately recorded and captured in the system and managed effectively to ensure legal/required removal from site

Service level improvement

• Report and make recommendations to improve service levels

Want to start as a Customer Services Representative at Vopak?
Are you ready to share your vision and contribute to Vopak South Africa? Then start as a Customer Services Representative and apply now!

Skills Required