Customer Service Manager HAZMAT

Economy Polymers & Chemicals•Houston, TX

1d•Onsite

About The Position

Economy Polymers & Chemicals is seeking a Customer Service & Logistics Manager to oversee order management, customer support, and shipping operations. This role is responsible for leading a team, ensuring accurate and compliant documentation, and managing both domestic and international shipments, including hazardous materials. This position supports a 24/7, 365-day operation, and requires flexibility to work evenings, weekends, and holidays as needed. The ideal candidate brings strong leadership experience in an industrial or chemical environment, with hands-on knowledge of bills of lading (BOL), export processes, and regulatory compliance.

Requirements

3 to 5+ years of experience in customer service, logistics, or order management
Prior supervisory or management experience
Experience drafting, reviewing or managing bills of lading (BOL)
Knowledge of shipping documentation and order processing workflows
Strong organizational, problem-solving, and communication skills
Ability to work a flexible schedule in a 24/7, 365-day operation, including evenings, weekends, and holidays
Experience in chemical, manufacturing, or industrial environments
Experience with export shipments and international logistics
Familiarity with DOT, IMDG, and/or IATA/ICAO regulations
Experience with export documentation (commercial invoices, packing lists)
Experience working with freight forwarders and customs brokers

Nice To Haves

Bilingual (Spanish/English) is a plus

Responsibilities

Lead, coach, and develop a customer service and logistics team
Monitor and manage team performance using KPIs and operational metrics
Conduct performance reviews, provide feedback, and address underperformance
Ensure team accountability for accuracy, responsiveness, and compliance
Manage staffing coverage to support a 24/7 operational schedule
Oversee the full order lifecycle from entry through shipment
Ensure accuracy in order processing, pricing, and documentation
Identify and resolve workflow bottlenecks or operational issues
Collaborate with production, shipping, and sales teams to meet customer needs
Draft, review and approve bills of lading for accuracy and completeness
Establish and enforce processes to minimize BOL errors
Ensure proper handling of shipping documentation, including order confirmations and related records
Train team members on BOL procedures and compliance requirements
Oversee domestic and international shipments, including export operations
Ensure compliance with applicable regulations, including DOT, IMDG, and IATA/ICAO requirements
Review export documentation such as commercial invoices and packing lists
Coordinate with freight forwarders, carriers, and customs brokers
Address and resolve export-related issues such as delays, holds, or documentation errors
Ensure timely and professional handling of customer inquiries and escalations
Balance customer satisfaction with company policies and regulatory requirements
Oversee documentation and resolution of customer complaints and non-conformances
Analyze operational and customer service metrics to identify improvement opportunities
Implement process improvements to increase efficiency, accuracy, and customer satisfaction
Maintain compliance and readiness for audits or regulatory reviews