|
PRIMARY PURPOSE
Manage all products of Kinder Morgan customers. This includes, but is not limited to maintaining accurate inventory records in a financial accounting manner, reconciling inventory quantities within contractual tolerances, communicating with the customers as required to satisfy their requirements and communication with other KM employees/departments. Act as main contact for primary and back-up customers for any inquiry in regards to their participate in daily SQE meetings with assigned team
JOB RESPONSIBILITIES
- Actively participate in daily SQE meetings with assigned team
- Be prepared to actively participate in the daily Customer Service/Operations sync call
- Work closely with Senior CSR to understand, develop, document, implement and maintain CSR operating procedures
- Execute all procedures and customer requirements according to SOP
- Follow through on customer related issues to ensure 100% customer satisfaction
- Maintain proficiency and accuracy using the various customer and KM information systems
- Issue precise accurate direction to Operations via Galahad issued Plant Operating Orders
- Work closely with the CSM & Senior CSR to investigate and respond to all customer complaints and inquires
- Perform daily order verification; plant operating orders against Business Objects report
- Ensure paperwork is 100% complete and compliant
- Perform track administrator duties (either primarily or as back-up), which encompasses instructing the railroad where and when to spot incoming and outgoing railcars; including holiday and weekend rotation schedule
- Handle issues and problems related to the movement of the customers’ product by interfacing with CSM, Operations, Senior CSR, Dispatch and Commercial to offer and execute solutions and adjustments in a timely manner
- Coordinate investigation, correction, documentation and response to all customer complaints
- Cross trained on all KM accounts. Must be able to satisfy all customer requirements as the business demands
- Promote teamwork amongst co-workers to ensure all customers are 100% satisfied in an efficient and timely manner
- Identify, support and achieve individual and CS team goals
- Develop and maintain a positive working relationship with external customers, carriers and internal KM departments
- Coordinate customer processes with all departments; i.e. Operations/Maintenance shutdowns, non-routine processes
- Develop and provide internal reporting on customer service issues
- Month-end processing
- - ensure all transactions have been recorded accurately in the various systems
- - investigate and resolve all inventory variances outside of tolerance
- - review customer billing for accuracy
- Ensure all corporate directives/deadlines are met
- Perform all tasks with accuracy
- Perform job related special assignments as required
Education
High school diploma or GED equivalent
3-5 Years customer service experience in an industrial environmenT
Experience, Specific Knowledge, Certification, Licenses
Experience, handling and resolving controversial and conflict situations
Experience in documenting and maintaining procedures
Ability to successfully perform the required and expected duties with minimal direct supervision
Ability to identify process improvements and implement them
Ability to organize, schedule and prioritize departmental and individual work to meet various schedules and objectives
Competencies/Skills
Confidential, reliable, flexible, credible, confident, team oriented, high-energy, motivated
Solid verbal, listening and written communication skills
Able to deal with a wide variety of people with tack, courtesy and professionalism
Proficient in computer applications; i.e., Word, Excel, Outlook. SAP experience a plus
Ability to work in a team environment and interact with support groups, subordinates, supervisor and co-workers
Ability to handle and resolve controversial and conflict type customer complaints professionally
Ability to multi-task
Working Conditions
Able to work various hours and overtime to meet the demands of the business
Able to respond to inquiries outside normal shift hours:
Able to lift 25 pounds
Able to adhere to professional business casual dress code
Compensation:
$52,600-$73,600
Job level and pay commensurate with experience and skill set.
Benefits:
Kinder Morgan, Inc. offers employees a comprehensive benefits package. Benefits offered for this position may include the following: health care benefits including medical, prescription drug, dental, and vision coverage; Flexible and Health Spending Accounts; Life and Accidental Death and Disability insurance; Supplemental Life and Accidental Death and Disability insurance for employee and dependents; retirement benefits including a 401(k) with employer and employee contributions and a company-funded pension plan; paid time off; paid parental bonding leave; paid holidays; a flexible work schedule and many voluntary benefit plans.
EQUAL OPPORTUNITY EMPLOYER STATEMENT: We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
|