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