CUSTOMER SERVICE REPRESENTATIVE LEAD

The primary purpose of the Senior CSR position is to assist the CSR Manager  in the full range of duties and responsibilities involved in the terminal CSR management; to provide back-up coverage when the CSR Manager and/or CSR teammate is out or unavailable; to gain a more in-depth knowledge and understanding of both the operational and administrative responsibilities of the CSR team; and to develop and exhibit the necessary leadership, analytical/decision making and managerial skills in order to move into a CSR Manager position. The Senior CSR will assist the CSR Manager with the management of all terminal activities, to ensure safe, efficient terminals operations in assigned areas. He/she will perform specific duties as assigned which may include acting as a liaison between terminal operations and all terminal customers in order to maintain efficient delivery and resolve any difficulties relating to scheduling, metering/inventory, and quality control issues. The Senior CSR will develop and train CSR teammates, cover for team mates when they are on PTO or offsite, and support the CSR Manager tasks associated with regulatory compliance and reporting.

• Understand and support all CSR duties for bulk and liquid operations at all Charleston Terminals.
• Backfill CSR and Ops Clerk positions as needed at all Charleston Terminals.
• Provide leadership support for all areas of the terminals Customer Service support team; Customer Service (CS) support team consists of but is not limited to Customer Service Representatives and Clerks
• Prepare, process, complete and review for accuracy, inbound receipts, work orders, outbound shipment release documents, scale tickets and reports, as per Kinder Morgan and customer requirements.
• Work with operations management to schedule work, in order to meet both the customers' expectations and operational considerations.
• Research, prepare, and request inventory adjustments, lot adjustments, receipts and/or bill of lading revisions in the inventory system.
• Effectively communicate with customer, the status, discrepancies or any other needed information in order to have thorough knowledge of customer’s current on hand inventories, transfers and inbound and outbound orders via all transportation modes.
• Define and support external Customers' needs and requirements within the scope of their contractual agreements
• Satisfy customer needs and requirements in partnership with internal KM Operations team
• Recruit, develop, motivate and maintain a dynamic Customer Service Team: Primary role in candidate selection; resume review, phone and in- person interviews
• Develop and maintain CS support team job descriptions and accountabilities
• Develop, manage and coordinate CS support team training and development
• Develop, manage, execute and maintain all CS associated procedures
• Conduct and document routine feedback sessions with all members of CS support team.
• Conduct annual performance appraisal discussions.
• Contribute data to determine merit increases and bonuses based on employee/company performance
• Support the CSR Manager in managing disciplinary situations with support from HR
• Develop and maintain a positive working relationship with external customers and internal KM departments
• Investigate, correct, document and respond to all customer complaints
• Develop and provide internal reporting on customer service issues
• Ensure customer inventories are stated accurately
• Coordinate account assignments
• Coordinate cross-training efforts
• Coordinate shift schedules to support the business demands
• Work closely with the CS support team to ensure all procedures are adhered to
• Track, measure and publish compliance record of various functions
• Contribute and support the month-end process that falls under the CSR Manager
• Work closely with Operations to obtain timely and accurate info needed for the month-end process
• Investigate and resolve inventory variances outside of tolerance measure
• Review customer billing for accuracy
• Work with CS support team to meet corporate deadlines
• Perform all tasks with accuracy
• Support and implement process improvement initiatives.
• Identifies, analyzes, and resolves customer issues.
• Prepare/supply all needed daily, weekly, monthly, quarterly or annual reports, as per Kinder Morgan and customer requirements.
• Operate scale, including creating, distributing and completing scale tickets.
• Understand Terminals Operating capabilities and processes.
• Closely interact with customer elected carriers, surveyors, etc., regarding orders and product movement.
• Strict adherence to security regulations and procedures as stated in the terminal's Facility Security Plan.
• Accurately update/maintain the Galahad Bulk and Liquid inventory system as to reflect current activity and inventories.
• Completes month-end-close to provide timely information to accounting for billing, and to customers for their month-end-close.
• Provide any required billing information to Accounts Payable.
• Assist Customer Service Manager, Terminal Manager, Operations Manager, and co-workers as needed.
• Attend daily, weekly, monthly safety meetings and mandatory safety stand-down meetings.
• Other duties as assigned

Education:

• High School degree or GED required; Bachelor Degree preferred or equivalent experience

Required Qualifications:

• Must have 2 to 4 years of experience in a customer service role
• Must have the ability to lead Customer Service support team by example and possess positive work ethics
• Must possess and maintain a valid driver’s license and a driving record satisfactory to the company and its insurers
• Must successfully complete pre-employee testing, background check and drug screen upon offer
• TWIC certified post offer, if required

Kinder Morgan is a large energy infrastructure company operating in North America. Access to reliable, affordable energy is a critical component for improving lives around the world. We are committed to providing energy transportation and storage services in a safe, efficient, and environmentally responsible manner for the benefit of the people, communities, and businesses we serve.

Kinder Morgan provides equal employment opportunity to all employees and applicants for employment without regard to race, color, religion, sex, pregnancy, childbirth and related medical conditions, gender (including gender identity and expression), sexual orientation, national origin, ancestry, citizenship status, age, physical or mental disability, genetic information, marital status, military or veteran status, family status, status as an individual authorized to work in the U.S., or any other status protected by law.

For more information about Kinder Morgan, our culture, opportunities available, and to join our Talent Community, please visit our careers site at www.kindermorgan.com.