About Company
Vitol S.A. is a global leader in the energy and commodities sector, established over 50 years ago. As one of the world’s largest independent energy traders, Vitol operates across a broad spectrum of the energy market, including crude oil, refined products, LPG, LNG, natural gas, power, renewables, and carbon. With operations in over 40 offices worldwide, including a significant presence in Geneva, Switzerland, Vitol leverages its vast logistical network, deep market expertise, and financial strength to connect producers with consumers, ensuring the efficient and reliable supply of energy globally. The company prides itself on its innovative approach, rigorous risk management, and commitment to sustainable practices. Vitol’s diverse team of professionals contributes to its dynamic and challenging environment, driving growth and maintaining its position at the forefront of the global energy landscape.
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Job Description
Vitol S.A. is seeking a highly motivated and experienced Customer Service Manager to lead our dedicated team in the dynamic Oil & Gas sector. Based in our Geneva office, this pivotal role will be instrumental in elevating our customer experience and ensuring seamless service delivery for our sophisticated clientele across the globe. You will be responsible for overseeing all aspects of customer service operations, from managing complex inquiries and resolving critical issues related to logistics, deliveries, and contract execution, to proactively identifying opportunities for service improvement and fostering strong, lasting client relationships that underpin our commercial success.
The successful candidate will be a strategic thinker with a deep understanding of the global Oil & Gas trading environment and its unique logistical, commercial, and regulatory challenges. This involves familiarity with international trade terms (e.g., Incoterms), shipping processes, and the critical time-sensitive nature of energy commodity movements. You will lead, mentor, and develop a high-performing team of customer service professionals, empowering them to deliver exceptional support while adhering to stringent industry regulations, compliance standards, and company policies. This role requires an individual who can navigate high-pressure situations with composure, demonstrate excellent analytical and problem-solving abilities, and possess an unwavering commitment to operational excellence and customer advocacy.
Beyond daily team management and direct client interaction, the Customer Service Manager will act as a key liaison between our clients, trading desks, operations, and logistics departments. You will play a critical role in streamlining communication channels, optimizing workflows, and implementing best practices to enhance overall customer satisfaction and retention. This includes continuous analysis of service metrics and key performance indicators (KPIs), preparing detailed performance reports for senior management, and actively contributing to strategic planning that supports Vitol’s broader business objectives in a rapidly evolving market. You will also be responsible for ensuring that all customer interactions are handled professionally, efficiently, and in line with Vitol’s commitment to integrity and reliability. If you are passionate about driving superior customer experiences in a complex, fast-paced international energy trading environment, and possess the leadership acumen to inspire and guide a high-performing team, we encourage you to apply. Join Vitol S.A. and contribute to a company that plays a crucial role in powering the world.
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Key Responsibilities
- Lead, mentor, and develop a team of customer service professionals, fostering a culture of excellence and continuous improvement.
- Oversee daily customer service operations, ensuring timely and accurate resolution of inquiries, complaints, and service issues related to Oil & Gas trading.
- Develop and implement customer service strategies, policies, and procedures to enhance customer satisfaction and operational efficiency.
- Act as an escalation point for complex customer issues, providing expert guidance and ensuring effective resolution.
- Collaborate closely with trading, operations, logistics, and finance teams to ensure seamless service delivery and client communication.
- Monitor and analyze customer service metrics (e.g., response times, resolution rates, customer satisfaction scores) to identify trends and areas for improvement.
- Prepare regular reports on customer service performance for senior management.
- Ensure compliance with industry regulations, company policies, and international trade practices in all customer interactions.
- Identify opportunities for process optimization and leverage technology (e.g., CRM systems) to improve service delivery.
- Build and maintain strong, trust-based relationships with key clients and stakeholders.
Required Skills
- Proven experience (minimum 5 years) in customer service management within the Oil & Gas, energy trading, or a similarly complex commodity sector.
- Strong leadership and team management skills, with a track record of motivating and developing teams.
- Exceptional communication, negotiation, and interpersonal skills.
- Deep understanding of global energy markets, logistics, and trading operations.
- Advanced problem-solving and analytical abilities, with a data-driven approach.
- Proficiency in CRM software and enterprise resource planning (ERP) systems.
- Ability to thrive in a fast-paced, high-pressure international environment.
- Fluency in English (both written and spoken).
Preferred Qualifications
- Bachelor’s degree in Business Administration, Supply Chain Management, Economics, or a related field. Master's degree preferred.
- Additional language proficiency (e.g., French, German, Spanish, Arabic) is a significant asset given Vitol's global footprint.
- Certification in Customer Service Management or Project Management.
- Experience with trade finance and compliance regulations specific to commodity trading.
- Familiarity with specific trading platforms or enterprise logistics software.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance plans.
- Generous pension scheme contributions.
- Opportunities for professional development and continuous learning.
- Work in a dynamic, international, and stimulating environment.
- Modern office facilities in a prime Geneva location.
- Generous paid time off and public holidays.
- Employee assistance programs.
How to Apply
Interested candidates are invited to click the application link below to submit their resume and a cover letter, outlining their relevant experience and why they are a perfect fit for this role at Vitol S.A. Please ensure all applications are submitted through our official portal.
