The customer service representative manages all products of Kinder Morgan customers including, but 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 communicating with other KM employees/departments. The CSR acts as main contact for primary and backup customers for any inquiry in regards to their business.
• 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 backup), which encompasses instructing the railroad where and when to spot incoming and outgoing railcars
• 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 coworkers 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
• 3-5 years of customer service experience in an industrial environment
• High school diploma or GED equivalent required
• Some college or similar work experience preferred
Position Description
The customer service representative manages all products of Kinder Morgan customers including, but 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 communicating with other KM employees/departments. The CSR acts as main contact for primary and backup customers for any inquiry in regards to their business.
• 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 backup), which encompasses instructing the railroad where and when to spot incoming and outgoing railcars
• 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 coworkers 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
Position Requirements
• 3-5 years of customer service experience in an industrial environment
• High school diploma or GED equivalent required
• Some college or similar work experience preferred
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.