Customers Experience & Logistics Planning Manager

At Aggreko, we provide energy solutions so communities can thrive and businesses can grow. We bring power, heat and cooling to customers and communities wherever they need it.

We are hiring a Customer Experience Manager Immediately - a role that will help us to power progress for our customers.

Role description: The Customer Experience Lead is responsible for leading the customer facing teams focused on operations & fleet planning, customer service and invoicing. The role is a responsible for the delivery of an excellent customer experience and for efficient operations deployment through proactive planning and quality management of the hire. The primary goal is the efficient running of the Hire Desk team to increase customer satisfaction, loyalty and retention.

Location: Based in Singapore, hybrid work arrangements with potential local & overseas travel

As the Customer Experience Lead, you will be responsible for optimising the customer experience. Your leadership and hands on approach will drive performance and play a critical role to ensuring a seamless customer experience. You will be directly responsible for the Hire Desk team overseeing customer service, logistics and billing. You will work closely with various stakeholders to optimise efficiency, maintain high service levels and uphold our commitment to providing outstanding customer service.

Responsibilities:

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

What we’re looking for

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

About Aggreko

We welcome people from different backgrounds and cultures, and respect people’s unique skills, attitudes and experiences. We encourage everyone to be themselves at work because we know that’s how we do our best, for each other, for our customers, for the communities where we work, and for our careers.

Equal Opportunity Employer, including disability and veterans.

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