Downstream Business Customer Service Manager- Readvertised job at Uganda National Oil Company Limited

Background information about the job or company (e.g., role context, company overview)

The Uganda National Oil Company (UNOC) Limited was established under the Petroleum (Exploration, Development and Production) Act and the Petroleum (Refining, Conversion, Transmission and Midstream storage) Act, both of 2013 and incorporated under the Companies’ Act, 2012. It is a limited liability company wholly owned by the Government of Uganda.

The overall function of UNOC is to handle the State’s commercial interests in the Oil and Gas industry and ensure that the resource is exploited in a sustainable manner.

UNOC invites applications from persons interested to develop their career with a dynamic and results-oriented company to occupy the following positions:

NOTE:

• For all re-advertised positions, candidates who expressed interest in the previous advert are encouraged to re-apply.
• Successful candidates MUST be willing and ready to work in any UNOC’s Office location.
• UNOC is an equal opportunity employer and does not charge any monies at any stage of the recruitment process.
• Only applications submitted through the UNOC recruitment system shall be considered.

Responsibilities or duties

Develop and implement a Customer Service Level commitment to support the Downstream Businesses and Projects.

Engage with customers, clients, and other stakeholders in troubleshooting to resolve challenges/issues/queries related to the Downstream petroleum products business and related storage and handling operations to ensure customer satisfaction.

Develop and put in place initiatives and an appropriate environment to ensure that the Businesses and Projects customers and clients easily access, are given due attention and the desired audience to interface with the company on matters related to the Downstream petroleum products businesses and projects.

Develop and implement a structured approach for timely processing of Customer Loading Orders and related transactions for the Downstream petroleum products business, including the efficient handling of anomalies with the orders and transactions.

Participate in the Downstream petroleum products business and projects stakeholder engagement and take responsibility to lead the follow through on actions agreed upon and resolution of evolving issues and commitments made to support the sustainable development and growth of the business as well as the optimal utilization of the enabling storage and handling infrastructures.

Establish and implement a mechanism in collaboration with other teams, to proactively collect and analyze customer feedback to support the continuous improvements in customer experience in relation to the Downstream Petroleum Products business.

Regularly track and monitor customer satisfaction key performance indicators and metrics for the business and drive the implementation of actions to raise and maintain the levels within the desired targets.

Participate in the onboarding of the Downstream Petroleum products customers and related projects clients and lead the customer service team in coordinating and guiding the prospective customers to meet the minimum requirements and related compliances before they are onboarded for the business.

Responsible for coordinating the onboarding and refresher engagements for the Downstream petroleum products business customers as well as taking them through the UNOC products trading operational guidelines and service commitments to manage the business expectations.

Lead the continuous engagements with downstream business and related projects to contribute to the development of innovative solutions to support engagements and resolving customer issues, achieving and upholding the desired customer satisfaction levels.

Develop and implement an innovative approach to continuously engage with customers and business enabling stakeholders for proactive updates on the business and operational matters in coordination with other internal teams to manage, always, business and operations-related expectations.

Develop and promote a culture within the Customer Service Team of capturing unsolicited business information from customer engagements to support the Trading team in improving customer value propositions – to solve customer needs.

Participate in the development, review, and update of the Petroleum Products trading processes, SOPs and best industry practices in collaboration with other teams.

Participate in the development and review of the Petroleum Products trading business and operations risks and mitigation actions to safeguard the objectives of the business development.

Review and define competency requirements for the Petroleum products trading Customer Service Team and contribute to ensuring implementation of the capacity development plans as well as reviewing the Customer Service structure to support the evolving business requirements.

Undertake any other duties and responsibilities as may be assigned from time to time by the supervisor(s).

Qualifications or requirements (e.g., education, skills)

Master’s degree in Business Administration, Communications, Marketing, Management or a related discipline from a recognised University/academic Institution.

Bachelor's degree (Hons) in Business Administration, Communications, or related Administrative or Managerial field.

Post graduate training in Customer Service Management, Customer Care, Conflict Resolution, or other related areas is an added advantage.

Experience needed

At least eight (8) years of relevant experience preferably in a customer service setting or support function, four (4) of which should have been attained at a supervisory/team lead level.

Experience in the downstream petroleum products business will be an added advantage as well.

Any other provided details (e.g., benefits, work environment, team info, or additional notes)

Complex and Quick Decision Making

Stakeholder Engagement and Management

Customer Service relationship management

Ability to handle high-pressure situations and escalations

Knowledge of customer service best practices and standards

Knowledge of Petroleum Products Business and Operations

• Develop and implement a Customer Service Level commitment to support the Downstream Businesses and Projects.
• Engage with customers, clients, and other stakeholders in troubleshooting to resolve challenges/issues/queries related to the Downstream petroleum products business and related storage and handling operations to ensure customer satisfaction.
• Develop and put in place initiatives and an appropriate environment to ensure that the Businesses and Projects customers and clients easily access, are given due attention and the desired audience to interface with the company on matters related to the Downstream petroleum products businesses and projects.
• Develop and implement a structured approach for timely processing of Customer Loading Orders and related transactions for the Downstream petroleum products business, including the efficient handling of anomalies with the orders and transactions.
• Participate in the Downstream petroleum products business and projects stakeholder engagement and take responsibility to lead the follow through on actions agreed upon and resolution of evolving issues and commitments made to support the sustainable development and growth of the business as well as the optimal utilization of the enabling storage and handling infrastructures.
• Establish and implement a mechanism in collaboration with other teams, to proactively collect and analyze customer feedback to support the continuous improvements in customer experience in relation to the Downstream Petroleum Products business.
• Regularly track and monitor customer satisfaction key performance indicators and metrics for the business and drive the implementation of actions to raise and maintain the levels within the desired targets.
• Participate in the onboarding of the Downstream Petroleum products customers and related projects clients and lead the customer service team in coordinating and guiding the prospective customers to meet the minimum requirements and related compliances before they are onboarded for the business.
• Responsible for coordinating the onboarding and refresher engagements for the Downstream petroleum products business customers as well as taking them through the UNOC products trading operational guidelines and service commitments to manage the business expectations.
• Lead the continuous engagements with downstream business and related projects to contribute to the development of innovative solutions to support engagements and resolving customer issues, achieving and upholding the desired customer satisfaction levels.
• Develop and implement an innovative approach to continuously engage with customers and business enabling stakeholders for proactive updates on the business and operational matters in coordination with other internal teams to manage, always, business and operations-related expectations.
• Develop and promote a culture within the Customer Service Team of capturing unsolicited business information from customer engagements to support the Trading team in improving customer value propositions – to solve customer needs.
• Participate in the development, review, and update of the Petroleum Products trading processes, SOPs and best industry practices in collaboration with other teams.
• Participate in the development and review of the Petroleum Products trading business and operations risks and mitigation actions to safeguard the objectives of the business development.
• Review and define competency requirements for the Petroleum products trading Customer Service Team and contribute to ensuring implementation of the capacity development plans as well as reviewing the Customer Service structure to support the evolving business requirements.
• Undertake any other duties and responsibilities as may be assigned from time to time by the supervisor(s).

• Complex and Quick Decision Making
• Stakeholder Engagement and Management
• Customer Service relationship management
• Ability to handle high-pressure situations and escalations
• Knowledge of customer service best practices and standards
• Knowledge of Petroleum Products Business and Operations

• Master’s degree in Business Administration, Communications, Marketing, Management or a related discipline from a recognised University/academic Institution.
• Bachelor's degree (Hons) in Business Administration, Communications, or related Administrative or Managerial field.
• Post graduate training in Customer Service Management, Customer Care, Conflict Resolution, or other related areas is an added advantage.