Regional Customer Service Manager

Primary Purpose:

The Regional Customer Service Manager is a key functional member of the regional support team. The position is responsible for assisting the assigned terminals with exceeding customer expectations. Specific duties include liaising with customers to maintain and grow current business in addition to forging relationships with potential customers to generate future growth of terminals in the assigned area. In addition to serving as the liaison between commercial and operations the Regional Customer Service Manager has the additional duty of assisting the assigned terminals and regional engineering team in developing solutions to increase operational efficiencies and improve productivity through process modifications and engineering upgrades.

Responsibilities:

• Coordinate the scheduling, preparation, and execution of customer QPMs with Commercial and Operations per the defined customer frequency, including meeting with, and presenting to, customers
• Assist commercial in developing relationships with potential customers (non-contractual)
• Ensure that the Customer Service Teammates have the training, skills, and tools to perform their responsibilities efficiently and accurately
• Ensure that the customers’ expectations are met
• Assist customers and terminal teammates in resolving customer issues
• Review and provide technical, operational, and Customer Service input on all capital projects that may affect our service to customers
• Assist each terminal team in developing commercial strategy for underutilized assets
• Assist each terminal team in identifying and developing “Key Performance Indicators” sets for internal KM and external customer audiences
• Assist assigned terminals with month-end process
• Serve as the customer service SME for regional focus groups, such as the Engineering project stage gates, Galahad SMEs, and Terminals CS group
• Sustain and grow base business
• Serve as the de-escalation facilitator for customer issues
• Inventory and Customer Service-related SOX Control and Management
• Support Galahad related government reporting (EIA, Exstars)
• Disseminate commercial agreements and provide customer invoicing quality control
• Actively participate in the CIF process
• Provide regional level inventory management quality control
• Lead or support claims investigations, negotiations, and resolution
• Base business and account management
• Be a role model leader of the SQE culture
• Be the Galahad SME for the region
• Support internal and external audits
• Other duties as assigne

Education requirements:

Bachelor’s degree and or equivalent relevant industry experience in inventory

Job Requirements:

• Previous supervisory experience.
• Must have solid planning, organizational, and communication skills.
• Must possess a strong customer focus.
• Must have strong attention detail.
• Must be able to handle multiple tasks.
• Able to work effectively in a fast paced, and periodically stressful environment.
• Must be able to be present in all indoor and outdoor operational and administrative areas (MBWA).
• May be required to work beyond regular work hours to meet the needs of the business.
• Solid knowledge of PC systems and related applications.
• Must be willing to travel (40%)

Preferred experience, skills, and responsibilities:

• Galahad and Merlin experience.
• Toptech Terminal Management Systems (TMS)
• EXSTARS and EIA Reporting Experience
• Maximo
• Terminal supervisory experience

While the primary location for this position is Argo, we are open to considering alternate terminal locations depending on the experience and suitability of the candidate.


Supervisory Responsibility:

Manage Midwest Region Customer Service Department and Quality Department personnel.



Compensation:$89,000 - $133,500

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.