Customer Service / Shipping Manager

JOB PURPOSE / SUMMARY

The Customer Service/Shipping Manager ensures that shipping operations at the Refinery run smoothly, contributing to timely and cost-effective movement of refined products, thereby supporting DPRP's operational efficiency. In addition, the Customer Service Manager will be responsible for overseeing and managing the customer service function. This role includes ensuring customer satisfaction, handling customer inquiries, resolving issues, and maintaining strong relationships with clients.

DUTIES AND RESPONSIBILTIES

1. Shipping Operations Management:

• Coordinate all shipping activities, including vessel scheduling, berthing arrangements, and cargo documentation in compliance with company policies
• Ensure timely dispatch and receipt of cargoes, adhering to operational deadlines.
• Monitor and document all shipping activities
• Monitor vessel movement pre-and post loading

2. Customer Service

• Manage and lead the customer service team to ensure high levels of service delivery.
• Develop and implement customer service policies, procedures, and standards.
• Handle customer inquiries and complaints in a professional and timely manner.
• Coordinate with other departments to ensure seamless service and communication.
• Monitor and analyze customer service metrics to identify areas for improvement.
• Train and mentor customer service staff to maintain high performance and motivation.
• Maintain accurate records of customer interactions and transactions.
• Address and resolve any issues related to shipping delays, damages, or discrepancies.

QUALIFICATIONS & EXPERIENCE

• Bachelor’s degree in Maritime Studies, Logistics, Supply Chain Management, or a related field.
• Minimum of 7 years of experience in shipping operations /customer service or a similar role within the Petroleum/Maritime industry.
• Strong knowledge of vessel clearance processes, maritime regulations, and port operations.
• Excellent organizational, communication, and problem-solving skills.
• Proficiency in shipping software and logistics management and/or customer service software and tools.
• Ability to work under pressure in a fast-paced environment.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to handle high-pressure situations and resolve conflicts effectively.
•  Strong analytical and problem-solving abilities.
• Knowledge of the oil and gas industry and its customer service requirements