Senior Customer Success Manager

2 months ago

Shenzhen, China Stolt-Nielsen Full time

Senior Customer Success Manager

Job Description

Are you as excited as we are when we talk about the storage and distribution of bulk liquids at our state-of-the-art tank containers and terminals located in key markets? Could this be the scene for your next career move? 

We are currently recruiting for Senior Customer Success Manager to join our STC Operations team. You will be joining a professional and international team with extensive knowledge of the industry. Working closely with our customers and vendors, you will provide customers with excellent service. Your expertise ensures that we will continue to set the industry benchmark for seamless and efficient operations.

Stolt Tank Containers (STC) is a leading provider of door-to-door transportation services for bulk- liquid chemicals and food-grade products. With a fleet of more than 45,000 tank containers, STC is the only operator with its own worldwide network of 22 owned and joint venture depots. 

We help our customers improve their supply chain management, by minimizing costs and increasing efficiency. Our culture champions digitalization, collaboration and continuous improvement, as well as a commitment to a sustainable future. Our people share our business goals to continuously improve, innovate and challenge the everyday.

What you will be doing

As Senior Customer Success Manager, you are responsible for building strong relationships with our customers, ensuring their contentment, and propelling their achievements with our offered services. Their main objective is to maximize customer retention by providing exceptional service and understanding customer needs. They pro-actively provide the best logistic solutions and service using local expertise and industry knowledge, while monitoring all operational activities and protecting/improving profitability.

Key Responsibilities  

Relationship Management - Serve as the primary point of contact for all operational activities, maintaining long-term relationship with assigned customer portfolio to ensure total customer satisfaction and a continued positive experience. Establish regular communication channels to address any questions, concerns, or issues the customers may have regarding STC's services. Proactively anticipate customer needs and offer suggestions for enhancing operational efficiency. Onboarding - Proactively engage with new customers to ensure successful onboarding, adoption, and implantation of our services. Understand customer’s objectives and align our service to meet their needs. Assist customers to understand the logistics, operational procedures and best practices related to tank container usage. Follow up new quotes after they have been turned into a booking (aftersales) and bring customer satisfaction to a higher level. Act as an expert on the use of customer related digital tools, providing educational training to customers to optimize their experience. Customer Support - Oversee all customer orders efficiently, ensuring templates are up to date and include all necessary information for Operations Coordinators to execute tasks. Monitor internal compliance and ensure activities such as billing, disputes & complaints are completed timely according to customer needs and key performance indicators (KPIs). Make commercial agreements within the authority level. Provide day-to-day operational assistance to customers including escalations and ensure timely resolution, while managing customer expectations when scenarios arise when customer needs are not met. Serve as an advocate for the customer, ensuring their needs are understood and met. Cost Improvement/Selling Opportunities - Pro-actively identify cost improvement opportunities by finding the best possible logistic solutions. Although sales activities are excluded potential opportunities may be identified to expand and grow customer accounts. Include and collaborate with sales to expand these opportunities. Compliance & Safety - Event registration related to customer complaints. Contribute to the identification of root cause, corrective and preventive action where necessary. Uphold compliance with industry regulations and safety standards, ensuring all operations are conducted in a safe and responsible manner. Cross-functional Collaboration - Lead and Advocate for customers internally. Align with internal teams (Fleet/sales/procurement/Inland/TSD/Marketing) to collaborate on initiatives improving customer satisfaction. Inform procurement on forecasts on allocation. Coaching – Provide ad-hoc coaching to Operations Coordinators to provide uniformity and to actively participate in coaching. Project Management - Lead and Manage various projects as they arise.

Qualifications 

Bachelor's degree preferred. 5 years of experience working in a logistics/shipping company Must have a proven record of excellent work quality and accuracy  Must have experience working in an international environment Communication and interpersonal skills (both written and verbal) Effective coaching and developing skills  Organized and able to set goals and priorities Delegation  Analytical skills  Pro-active and self-starting Project Management skills 

What we offer  

A fulltime role  A competitive compensation package, including a 13th month.

How to apply  

Complete the online application form and send it to us along with your CV. We will invite you for one or two rounds’ interviews. The Predictive Index test is part of the application process.

About Stolt-Nielsen 

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

Disclaimer for recruitment agencies  

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

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