Customer Service Manager

Customer Service Manager

Headquartered in Houston, Texas, BWC Terminals is a premier provider of bulk liquid storage and logistics services to refiners, manufacturers, and distributors of bulk liquids in North America. The Company consists of 22 sites with over twenty million barrels of storage capacity. The BWC Terminals facilities are equipped to store a wide range of petroleum, chemical, renewables, and agricultural products.

This role will plan, coordinate and manage the activities of the customer service team between multiple terminal locations. The Customer Service Manager will assist in maintaining and enhancing customer relationships and meet organizational and operational objectives. This position operates in conjunction with Operations, Commercial / Sales, Engineering and Construction and HSSE. The role will be responsible for establishing procedures and guidelines to establish structure and uniformity between the facilities regarding the Customer Service role.

Below is a list of essential duties of this position. Other duties may be assigned as needed.

Assess processes to determine process and tool gaps, how to reduce rework, drive greater quality, and improve efficiency and decrease CSR overtime. Directly supervises customer service personnel. Manages the recruitment, retention, and performance of personnel. Ensure employees are in compliance with company policies and procedures as well as external regulatory requirements. Ensures the proper management of customer orders, scheduling and reports. Lead the development of recommendations to resolve the gaps in process, procedures, and policies. Works with business process owners and FPP to identify potential reengineering opportunities within the current CSR driven EDC system to streamline the use of process automation. Lead the implementation of the CSR optimization processes with operations and IT. Determine the cost / benefit of proposed solutions to help prioritize efforts. Develop and KPI's to ensure established goals are met and process improvements are sustained and measurable. Regularly engage with the business to gain and maintain ongoing and in-depth understanding of the CSR processes. On-going review of changing processes and ensure process change updates are documented in accordance with corporate requirements. Provide support, guidance and information on control issues to teams across the Customer Service platform. Influence key users across a multitude of CSR processes to ensure compliance with processes and procedures and to influence change where required. Provide expertise to CSR team in the training and use of the EDC program. Compile processed orders with other mandatory paperwork such as MSDS, certificates of analysis, etc. and give to operators to fulfill the order. Responds to customer inquiries, deals with customer complaints and maintains good relationships with customers. Monitor customers' systems for shipping orders and enter shipping data into their systems. Review inventory detail reports for accuracy. Provide back-up and relief to other positions as appropriate. Maintain confidentiality of all corporate, personnel and research matters. Employee shall comply with applicable regulatory and company health, safety, environmental, and security requirements. Employee is expected to complete required training in a timely manner; perform duties in a safe and environmentally sound manner; and immediately report injuries / illnesses, environmental spills / releases, and any unsafe acts or conditions to supervision in support of continual improvement of the company's health, safety, environmental, and security performance.

The requirements listed below outline the knowledge, skills, abilities and competencies that are required in this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• High School or GED
• Prefer a minimum 5 years of experience as in Customer Service in a Terminal.
• Prefer supervisory experience
• Proficient in Microsoft Office Suite and working knowledge of office equipment (switchboard, facsimile, mail meter, etc.)
• Must have or be able to obtain a TWIC card
• Ability to read, analyze, and interpret documents, manuals, reports and correspondence
• Ability to communicate effectively, verbally and in writing, with customers and co-workers; ability to write correspondence and instructions, using exemplary grammatical and spelling skills
• Ability to interact with others in a professional and appropriate demeanor, work effectively with a diverse group of individuals and maintain effective working relationships with staff and customers
• Ability to manage multiple tasks, logistically organize and maintain many details and meet deadlines
• Capable of reporting to work on time prepared to perform duties of the position and willingness to perform duties as workload necessitates
• Ability to carry out the duties of this position while helping the company to meet its mission and while adhering to policies, procedures and regulations.
• Process / Control Documentation experience
• Experience with process enhancement initiatives and / or working in a transformational environment
• Experience of automating business processes

The working conditions and environment and the physical requirements / activities listed below are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this position, the individual generally has good working conditions. The employee is often exposed to moderate noise from office equipment and co-workers.

While performing the duties of this position, the individual is regularly required to stand, walk, sit, carry, reach with hands and arms, use hands to finger, handle, feel, and use office equipment and communicate (talk and hear). This position involves sitting for approximately 90% of the workday. Occasionally the employee is required to kneel, bend, push, pull, lift, or twist. Occasionally the employee is required to lift or exert force of up to 10 pounds. Intermittently, the employee is required to lift or exert force of up to 25 pounds. Specific vision ability required is close vision of 20 inches or less.

BWC Terminals provides equal employment opportunities (EEO) to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.