About Company
Neste Latvija, a proud part of Neste Corporation, is a leading player in the Latvian energy sector, committed to creating a healthier planet for our children. As one of the world’s largest producers of renewable diesel and sustainable aviation fuel, and a frontrunner in developing chemical recycling to combat plastic waste, Neste is at the forefront of the energy transition. In Latvia, we operate an extensive network of modern service stations, offering high-quality fuels, convenient services, and innovative solutions for both private and corporate customers. Our operations span from fuel retail and wholesale to marine fuels, always with a strong emphasis on sustainability, safety, and customer satisfaction. We believe in fostering a culture of continuous improvement, environmental responsibility, and strong ethical values. Joining Neste Latvija means becoming part of a global team dedicated to building a sustainable future, where your work directly contributes to a greener tomorrow.
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Job Description
We are seeking a highly motivated and experienced Customer Service Manager to lead our customer service operations within the dynamic Oil & Gas sector in Latvia. This critical role involves overseeing all aspects of customer interaction, ensuring an exceptional service experience for our diverse client base, which includes retail, commercial, industrial, and marine customers. The successful candidate will be instrumental in shaping our customer service strategy, optimizing processes, and fostering a customer-centric culture across the organization. You will be responsible for managing a team of dedicated customer service professionals, providing guidance, training, and performance feedback to ensure they meet and exceed service standards. This role demands a proactive approach to problem-solving, a deep understanding of customer needs in the energy industry, and the ability to translate customer feedback into actionable insights for continuous improvement. As a Customer Service Manager, you will act as a key liaison between our customers and various internal departments, including sales, logistics, and technical support, to resolve complex issues efficiently and effectively. You will also be responsible for implementing and utilizing CRM systems, analyzing service data, and preparing comprehensive reports on customer satisfaction metrics and team performance. This is an exciting opportunity for a results-driven leader passionate about delivering outstanding service and contributing to the success of a leading energy company in the Baltics.
Key Responsibilities
- Lead, mentor, and develop a team of customer service professionals, ensuring high performance and adherence to service standards.
- Develop and implement customer service strategies aligned with company goals and industry best practices.
- Oversee the resolution of complex customer inquiries, complaints, and service issues efficiently and effectively, particularly those related to fuel supply, pricing, and technical aspects of petroleum products.
- Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores, implementing improvements where necessary.
- Collaborate with sales, logistics, and operations teams to ensure seamless service delivery and address customer needs proactively.
- Manage and optimize the use of CRM systems and other customer service technologies.
- Conduct regular training sessions for the team on product knowledge, service protocols, and conflict resolution.
- Gather and analyze customer feedback to identify trends, areas for improvement, and opportunities for service innovation.
- Prepare comprehensive reports on customer service performance for senior management.
- Ensure compliance with all relevant industry regulations and company policies related to customer interactions and data privacy.
Required Skills
- Proven experience in a customer service management role, preferably within the Oil & Gas, Energy, or a related industrial sector.
- Strong leadership and team management skills, with a track record of motivating and developing staff.
- Excellent verbal and written communication skills in English and Latvian (Russian is a strong asset).
- Proficiency in CRM software (e.g., Salesforce, Microsoft Dynamics) and other customer service tools.
- Exceptional problem-solving abilities and a calm demeanor under pressure.
- Strategic thinking with a customer-centric approach.
- Ability to analyze data and derive actionable insights for service improvement.
Preferred Qualifications
- Bachelor’s degree in Business Administration, Marketing, or a related field.
- Experience with B2B and B2C customer service models.
- Knowledge of fuel products, logistics, and supply chain operations.
- Experience in process improvement methodologies (e.g., Lean, Six Sigma).
- Additional language skills relevant to the Baltic region.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health insurance package.
- Opportunities for professional development and continuous learning.
- Modern office environment in Riga.
- Company car or transportation allowance.
- Mobile phone and laptop.
- Employee discounts on Neste products and services.
- Contribution to sports and wellness activities.
- Supportive and international work environment.
How to Apply
Interested candidates are encouraged to apply by clicking the application link below. Please ensure your CV and cover letter highlight your relevant experience and why you are a perfect fit for Neste Latvija. We look forward to reviewing your application!
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