Customer Service Supervisor
Customer Service Supervisor
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Job Description
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. Additional information about BWC Terminals is available at .
PURPOSE
This role will plan coordinate and manage the activities of the customer service team for the designated terminal. The Customer Service Supervisor 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 e guidelines to establish structure and uniformity between the facilities regarding the Customer Service role.
DUTIES AND RESPONSIBILITIES
Below is a list of essential duties of this position. NOTE: 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 follow BWC Terminal (The 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 KPIs 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 The Company health safety environmental and security 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 Companys health safety environmental and security performance.
EDUCATION TRAINING LICENSES MINIMUM EXPERIENCE SKILLS LICENSES AND QUALIFICATIONS
To perform the duties of this position successfully an individual must be able to perform each essential function satisfactorily. 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.
- 4-year college degree preferred or comparable industry related years of experience.
- Prefer a minimum 5 years of experience in Terminal Customer Service role.
- Supervisory experience preferred.
- Proficient in Microsoft Office Suite and working knowledge of office equipment.
- 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.
WORKING CONDITIONS / PHYSICAL REQUIREMENTS
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.
Working Conditions and Environment: 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.
Physical Requirements/Activities: 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 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.
Equal Employment Opportunity Statement
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.
Required Experience:
Manager
Employment Type
Full-Time
