RINA is currently recruiting for a The Netherlands Marine Operations Support Advisor to join its office in Rotterdam within the North Europe Marine Division.
Mission
A Operations Support Senior Advisor has a focus on managing administrative tasks, including the creation of customers in a database, handling contracts, and issuing invoices.
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Key Accountabilities
1. Customer Data Management:
- Oversee the creation and maintenance of customer records in the database.
- Ensure the accuracy and completeness of customer information.
- Train and support junior business support staff in effective data management.
2. Contract Management:
- Handle the drafting, and execution of customer contracts.
- Ensure that contracts are in compliance with legal and regulatory requirements.
- Monitor contract timelines, renewals, and amendments.
3. Invoicing and Billing:
- Oversee the generation and issuance of invoices to customers.
- Validate invoice details, including pricing, discounts, and terms.
- Address complex billing inquiries and discrepancies.
4. Timesheet Management:
- Remind technical staff to submit accurate and timely timesheets for each project.
- Ensure timesheets are completed in accordance with company policies and client requirements.
- Collaborate with technical teams to resolve any discrepancies or missing information.
5. Customer Interaction:
- Provide high-level support for complex customer inquiries and issues.
- Act as an escalation point for challenging customer situations.
- Foster positive customer relationships through effective communication.
6. Team Leadership and Training:
- Provide leadership and guidance to junior customer service advisors.
- Conduct training sessions on customer service processes, database management, and administrative tasks.
- Foster a collaborative and productive team environment.
7. Process Improvement:
- Identify opportunities for process improvement within the customer service and administrative functions.
- Implement and oversee changes to enhance efficiency and effectiveness.
8. Cross-Functional Collaboration:
- Collaborate with sales, marketing, finance, and other departments to ensure seamless customer interactions.
- Provide insights and feedback to improve overall business processes.
9. Reporting and Analysis:
- Generate and analyze reports related to customer service performance, contract management, and billing.
- Provide regular updates to management on key performance indicators.
10. Customer Satisfaction Enhancement:
- Implement strategies to enhance customer satisfaction and loyalty.
- Gather customer feedback and recommend improvements to products or services.
11. Compliance and Risk Management:
- Ensure compliance with relevant laws, regulations, and company policies.
- Identify and mitigate risks associated with customer contracts and billing processes.
12. Collaboration with Cross-Functional Teams:
- Collaborate with business developmen, marketing, and other departments to gather and share relevant customer information.
- Provide insights to improve customer experience and streamline administrative processes.
13. Continuous Improvement:
- Identify opportunities to enhance efficiency in administrative processes.
- Propose and implement improvements to streamline workflows and enhance customer satisfaction.
14. Training and Support:
- Provide guidance and support to customers on using online portals or self-service tools for account management.
- Assist in training new employees on customer service and administrative processes.
Education
High School Diploma/GED in Business Administration Finance Management
Qualifications
- 3 to 5 years of experience in business support or customer service, preferably in a senior or advisory role.
- Extensive knowledge of business support processes, best practices, and organizational standards, with the ability to optimize workflows and enhance operational efficiency.
- Strong understanding of RINA’s products and services to provide accurate, comprehensive, and strategic support to customers and internal stakeholders.
- Advanced proficiency in CRM systems and other business management tools, with the ability to navigate platforms efficiently and provide technical guidance when needed.
- Proven ability to mentor and support junior team members, driving continuous improvement in business support functions.
- Excellent problem-solving and decision-making skills, with a proactive approach to handling complex customer and operational issues.
- Strong communication and interpersonal skills, with the ability to interact effectively across departments and with external stakeholders.
Competencies
1. WORKPLACE DYNAMICS - Resourcefulness in shaping progress and working efficiently.
2. PERSONAL EMPOWERMENT - Ownership for life, work and results, striving to grow professionally and personally.
3. INTERPERSONAL INFLUENCE - Skills and strategies we use to interact effectively with others.
4. DOMAIN & BUSINESS ACUMEN - Applying a scientific approach and critical thinking in operations and solution development within area of expertise.
5. FORESIGHT & INSIGHT - Context awareness adopting a systemic perspective and informed decision making.
RINA is a multinational company providing a wide range of services in the energy, marine, certification, infrastructure & mobility, industry, research & development sectors. Our business model covers the full process of project development, from concept to completion.
At RINA, we endeavor to create a work environment where every single person is valued and encouraged to develop new ideas. We provide equal employment opportunities and are committed to creating a workplace where everyone feels respected and safe from discrimination or harassment of any kind. We are also compliant to the Italian Law n. 68/99.