Customer Service Supervisor

Customer Service Supervisor
Location: Brisbane - Fortitude Valley - Puma Office
Time Type: Full time
Posted On: Posted 2 Days Ago
Job Requisition ID: R-014793
Main Purpose:
Quality Management System Compliance:
Comply and support the Quality Management system in all aspects of your role.
Adopt and implement the principles of continuous improvement in all aspects of your role.
Ensure the awareness of customer requirements (internal & external) are promoted throughout the business.
Review, monitor and provide feedback on the effectiveness of the quality management system.
Engage, support and continuously improve communication processes that support the quality management system and provide positive outcomes for the business, customers and key stakeholders.
Workplace Health & Safety:
Challenge unsafe behaviours when observed.
Regularly inspect the work area for hazards and safety compliance.
Recognise demonstrated safe behaviour and promote within your work group.
Seek opportunities to improve safety performance and remain informed of safety best practice and legislative standards.
Set an example for fellow workers to follow by implementing the Puma Safety Management System in your department.
Control the operation of your department through the implementation and reinforcement of the Puma Safety Management System.
Discuss the safety aspects of all operations with your workers and the importance of workplace health and safety.
Ensure that safety is included in all worker departmental inductions and job training sessions.
Ensure that every worker required to undertake any task has adequate job training and safety instructions given and recorded and that standard work procedures are adhered to.
Investigate all incidents to determine causes and what corrective action is required to prevent recurrence. Complete the Company's Incident Report Form and ensure the appropriate notification of incidents, events and injuries.
Instruct workers in the safe use of personal protective equipment issued.
Ensure that first aid locations, fire protection equipment, evacuation procedure and other emergency procedures are made known to all workers under your control.
Ensure all equipment tests and inspections are complied with as required by law.
Regularly Review and audit safety performance and Puma Safety Management System compliance in your business unit/department.
Knowledge Skills and Abilities, Key Responsibilities:
KEY RESPONSIBILITIES:
HSSE:
Ensure that all employees under your control understand and strictly follow all Company Health, Safety, Security and Environmental requirements, as determined by the Company Operating Manual, or as determined from time to time.
Assist in company RTW & Rehab procedures to ensure staff follow their RTW plan.
Attend and coordinate local Toolbox meetings ensuring any HSSE actions are communicated with the team.
Staff Management & Development:
Recruit, train and mentor staff to develop a self-sufficient team in an environment of continuous improvement.
Regular review of tasks to ensure efficient processes and optimal use of staffing resources.
Active involvement in coverage of staff during leave, ensuring reallocation of duties as applicable.
Manage all transactional issues including recruitment, and annual leave balances to comply with Puma requirements.
Interdepartmental support as required.
After-hours support as required, including management of the weekend on call roster, with permanent on-call responsibilities for weekdays.
Customer Service and Administration:
Ensure exceptional customer service to both internal and external clients.
Oversee preparation of delivery paperwork as applicable for the delivery of Bitumen, ensuring accurate entry of customer orders and transfers, review of customer orders for maximised delivery profitability, correct freight rate selections and communication with the Credit Control team to ensure customer supply is maintained within guidelines.
Ensure accurate and timely management of all internal (including Month End requirements) and customer facing processes.
Build and maintain effective relationships with third party suppliers and service providers.
Develop and maintain a comprehensive knowledge of all customer delivery locations within an allocated region.
Oversee proactive customer contact in dealing with invoicing and supply queries.
Oversee the Maintenance of customer information, customer order records and distribution diaries as applicable.
Provide written reports and verbal feedback for variations to customer's deliveries or significant and reportable events.
System Integration:
Assist with the development of EPuma and ensure the integration tools align with best business practices and form part of an enhanced customer experience.
Seek improvement opportunities and help develop Puma's business services.
Requirements:
Qualifications:
Experience:
Degree in business is an advantage.
Minimum of 2 years' experience in a supervisory role.
Customer service / Commercial experience an advantage.
2-3 years' experience in a procurement/supply management role.
Experience in oil and energy industry an advantage.
Skills:
Proficient in Microsoft Office Suite.
Demonstrated leadership skills to develop an effective team.
Accurate data entry skills.
Ability to identify errors and initiate corrective action.
Exceptional Customer Service Skills.
Well-developed interpersonal skills and an excellent telephone manner.
Ability to manage team members with varied tasks.
Superior verbal and written communication skills.
Competencies:
Ability to work as part of a team and take responsibility for team output.
Ability to deal with pressure in a dynamic and busy work environment.
Ability to organise and prioritise workloads.
Ability to relate to people from diverse backgrounds and cultures.
Ability to understand and comply with work instructions and policies.
Ability to work outside of business hours.
Key Relationships and Department Overview:
Internal:

CSC's
Operational Team
Supply Team
Inventory Team
Finance Team
Sales Team

External:

Suppliers
Customer Accounts
Customer Operations
3rd party logistics
3rd party service providers

About Us
Puma Energy is a leading global energy business which supplies, stores and distributes petroleum products in 48 countries across six continents. Founded in 1997, Puma Energy has its headquarters in Singapore and Geneva and employs over 8,000 people globally with regional hubs in South Africa, Puerto Rico, Australia and Estonia and have recently setup a Global Delivery Center in Mumbai, India.
Puma Energy has a network of 100 storage terminals, more than 3,000 retail sites, and a presence at over 80 airports. Our mission is to energize communities to help drive growth and prosperity by sustainably serving our customers' needs in high potential countries around the world.
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