Aldelia’s global management strategy delivers specialised services to the Oil & Gas sector from dedicated teams in each key strategic region. From these centres we can support our clients locally by being able to take advantage of the local labour markets whilst also having the ability to resource candidates internationally for technical, engineering and higher level positions which require industry leading professionals with international profiles.
Each regional team is guided by a common set of processes and working practices within a robust operational structure to ensure a consistent high quality of delivery which our clients can depend on in any market.
The origin of Aldelia gives a good indication of what the company was meant to be. Cedric Filet, whilst recovering from a rugby injury, established the company from his bedroom. The dream was to set up a recruitment consultancy which would compete with the top 5 Oil & Gas Recruitment Specialists in a matter of 5 years. To achieve that, Cedric focused on a gap he identified in the Oil & Gas industry: local content. Local content had long been considered a pain for international Oil & Gas firms. These firms understood the necessity of developing local content programs but struggled to implement them.
When it came to choose a name, Cedric decided to find a name which would represent the strategic orientation of the company. The Aldelia name finds it origin from the Portuguese “Aldeia” which defines in Brazil people coming from small indigenous communities – tribes.
The strategy paid off quickly with numerous contracts signed with major Oil & Gas companies. YOUR ROLE:
Manage and coordinate all Customer Care activities (Customer service, Booking, Specialized desk, Cargo readiness, Centralized service delivery) to ensure level of service meets customer expectations in compliance with Group interests.
WHAT ARE YOU GOING TO DO:
Define Customer care strategy in coordination with Sales.
Monitor and coordinate Customer care activities according to target KPIs and take actions to improve performances.
Ensure implementation of Group processes and procedures under their scope.
Support Group projects implementation and new tool deployment.
Supervise all Service Delivery activity, cargo readiness, booking and customer service.
Support and ensure customer loyalty. Commit to a long-term development process of your external network.
Establish client invoicing in compliance with commercial contracts, international guidelines, exchange rates, applicable taxes, type of provided services, etc.
Voice of Customer monitoring (NPS, CSAT, Pulse, CJM, …)
Lead agency transformation as per group strategy (customer care projects, tools, people…)
WHO WE ARE LOOKING FOR:
Postgraduate degree (+5 years) in Business, Management or Logistics as well as a minimum of 8 years of professional experience in similar capacity in marine/shipping/transport in an international environment.
Strong drive, full autonomy, and leadership as well as strong interpersonal and communication skills. You are customer oriented with the capacity to adapt to change and bring innovation to the business.
Possess strong analytical skills as well as a good understanding of Customer Service processes, documentation, and security initiatives.
Clear understanding of Group Policies & procedure.
Fluent in English, proficient in computer tools and a good command of IT tools.
