Global Head of Customer service Excellence

Global Head of Customer service ExcellenceGlobal Head of Customer service Excellence E-mail VTTI is a global leader in independent energy storage and develops critical energy infrastructure the world needs to move towards a carbon neutral future.Fueled by our purpose, "Energy to Move Tomorrow," our mission is to safely provide and expand access to energy, including fuels, chemicals, gasses, and other energy derived products and accelerate the transition to sustainable sources for our customers and partners.VTTI strongly believes on a customer centric approach. We develop solid relationships with our customers built on trust in our reliability of our services and understanding of our customers' needs.Our customer service team is responsible for the management of all our customer relationships. With a big footprint in the energy storage industry and a growing portfolio in the renewable energy sector, our track record of providing great products and services is always on top of our priorities. The department operates geographically spread around the world, with team members located at several VTTI terminals.Interested? Reach out to Jouke Brouwer at oub@vtti.comVTTI invests in assets and people. To further strengthen the team and to realize our service goals we are looking for aGLOBAL HEAD of CUSTOMER SERVICE EXCELLENCE F/M/XPositionAs the leader of our global customer service team, you will play a driving role in Assuring Customer Excellence by developing teams with the right skill sets to build strong customer relationships, instilling customer centricity in our reliable and efficient operations and delivering a world-class VTTI customer service experience across diverse international markets.What are your responsibilities?Develop, implement and drive the ACE: Assuring Customer service Excellence strategy, aligned with the company's overall objectives.Lead and inspire multinational customer service teams across the globe, fostering a customer-centric culture.Coaching of the Customer Service Managers with regards to managing the local CS teams using the VTTI CS principles.Coach the Commercial Manager in leading their teams.Assist the Customer Service Managers when a complaint and/or claim has been raised by the customer(s) by following the VTTI complaint procedure.Drive initiatives to enhance the overall customer experience, anticipating and addressing customer needs.Further improve our feedback mechanisms and analytics to measure and improve customer satisfaction (NPS).Support the commercial departments with data driven decision-making when engaging with customers.Liaise with our VP Commercial to increase customer satisfaction (NPS) which will result in an increase in revenue.Closely liaise with the Operational Excellence team in headquarters to support efficiency and effectiveness of the core services at our terminals.Support best practices and continuous improvement initiatives across our terminals to optimize service delivery.Collaborate with cross-functional teams, including People, HSE, operations, maintenance and IT development, to drive customer centricity while achieving business goals.Interface with key clients to understand their unique needs and expectations.Ensure compliance with local and regional regulations and cultural nuances impacting customer service.Provide advice to our IT department when improving and streamlining customer service processes within the ERP environment.Leverage data analytics for proactive issue resolution to increase customer loyalty.What we're looking forProven track record of at least 10 years in a leadership role within global customer service and/or experience with development of global processes and procedures for customer service excellencePreferably with a good understanding of the energy sector, including technical aspects and industry-specific challengesExceptional leadership and team management skills with experience leading multicultural teams.Strategic thinking and problem-solving abilities, with a focus on delivering exceptional customer experiences.Excellent communication and interpersonal skills, with the ability to engage with internal and external stakeholders at various levels.Bachelor's degree in business, management, or a related field. Advanced degree or relevant certifications will be advantageous.Fluent in English and preferably Dutch both speaking and writing.What we have to offero Full-time job at market value;o Fast paced, international and diverse working environment within the 'VTTI family culture';o Lease car / Mobility scheme;o Collective Pension scheme with NNo Collective health insurance with ASRo Hybrid way of working.About VTTIWe are driven by our purpose- Energy to move tomorrow.We provide the world with energy - through our unique people and the services we offer, we open the channels for vital resources to go where they're most needed, when they're most needed.We are part of a critical value chain that enables society to keep moving. We're relied on to keep the flow of energy constant to heat homes, power cars, and to move the needle on progress the industry needs to make together.Our work helps to steady the volatility of the industry ensuring people can always count on us to fuel tomorrow. We take it as our responsibility to look ahead and balance the needs of our customers with those of our planet.Functie

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