Customers Experience & Logistics Planning Manager
Aggreko
- Singapore
- Permanent
- Full-time
- Ultimately responsible to ensure that customer needs are met to the highest standards managing the relationship with the customer throughout the life of the hire
- Ensuring optimized activity coordination for the overall benefit of the customer
- Collaborates and builds strong relationships to build cross-team effectiveness and remove organizational barriers to strong teamwork, collaboration, in the delivery of all customer service activities
- Manage daily activities of the Hire Desk controllers team in the delivery of an exceptional customer experience, through meeting & exceeding the defined customer experience standards and touchpoint outcomes
- Be hands on with all accountabilities of the team with regards to Customer Service, Logistics ( transport, fleet & fuel) and Billing
- Ensure necessary resources, processes and systems are utilized effectively in the provision of hire coordination activities and that the customer is at the heart of everything they do
- Be responsible for the timely and cost effective fuel, cross hire & logistics plans for the region
- Management and attainment of agreed KPI’s
- Achieve high levels of on time delivery thereby supporting high levels of customer satisfaction
- Management of all contract / agreement invoicing related activities ensuring process compliance and KPI’s are met
- Invoice quality management
- Drives culture consistency
- Ensures optimal team performance and capability
- Demonstrated leadership success in a complex business
- Demonstrated managerial courage in a fast paced, evolving environment
- Accurate attention to detail
- Exposure to ERP systems M3 Cloudsuite or similar would be an advantage.
- Understanding of an energy rental industry preferred
- Strong budgeting/cost management skills
- Strong interpersonal skills and the ability to build rapport cross functionally with teams.
- Solid business acumen, management, and problem solving skills
- Customer focused with a strong sense of urgency for creative solutions