Customer Service Manager- Argo

Kinder Morgan • Summit, IL

25d

About The Position

The Customer Service Manager oversees all customer service support activities at the Argo Terminal, leads the Customer Service team, and promotes strong work ethics and a positive work environment. The role develops and maintains consistent, efficient team processes and collaborates with internal Kinder Morgan departments to meet customer needs and service requirements.

The manager oversees daily customer service operations, supervises a team of up to 20 or more employees, manages staffing and account assignments, and leads recruiting, onboarding, coaching, performance management, engagement, workforce planning, cross-training, and professional development. The position builds relationships with customers, carriers, and internal departments; coordinates customer-related work across Operations, Maintenance, and other functions; and investigates, resolves, documents, and responds to customer complaints.

The role also manages contract administration and billing processes, works with Commercial, Operations, Accounting, and IT, reviews customer invoices, supports month-end activities, investigates inventory variances, and reviews billing and operational variances for accuracy and compliance. The manager tracks and reports performance and compliance metrics, ensures accurate transaction recording, meets corporate deadlines and SOX requirements, and generates month-end system processing and customer reports. The role leads training, development, and procedural improvements, including the creation and maintenance of customer service procedures.

Requirements

• Two-year degree or equivalent job experience in this area; high school diploma or GED equivalent.
• Five to seven years of relevant experience preferred.
• Previous supervisory experience.
• Experience handling and resolving controversial and conflict situations.
• Experience documenting and maintaining procedures.
• Ability to perform required and expected duties with minimal direct supervision.
• Leadership and interpersonal skills necessary to manage and supervise employees.
• Ability to identify and implement process improvements.
• Ability to organize, schedule, and prioritize departmental and individual work to meet schedules and objectives.
• Confidential, reliable, flexible, credible, confident, team-oriented, high-energy, and motivated.
• Solid verbal, listening, and written communication skills.
• Ability to deal with a wide variety of people with tact, courtesy, and professionalism.
• Proficiency in computer applications such as Word, Excel, and Outlook.
• Ability to work in a team environment and interact with support groups, subordinates, supervisor, and coworkers.
• Ability to professionally handle and resolve controversial or conflict-type customer complaints.
• Ability to multitask.
• Willingness to carry and respond to a company-issued cell phone 24/7.
• May be required to work beyond regular work hours to meet business demands.

Nice To Haves

• SAP experience.

Responsibilities

• Recruit, develop, motivate, and retain a high-performing Customer Service team.
• Lead recruitment, selection, and onboarding of Customer Service team members.
• Maintain job descriptions, role accountabilities, and performance expectations.
• Coach and develop team members; conduct feedback discussions, annual performance reviews, and goal-setting activities.
• Foster employee engagement, accountability, and professional development.
• Support workforce planning, scheduling, and ongoing team development.
• Build and maintain positive relationships with customers, carriers, and internal departments.
• Coordinate customer-related processes across Operations, Maintenance, and other functions.
• Investigate, resolve, document, and respond to customer complaints.
• Develop and distribute reports on customer service performance and issues.
• Oversee daily customer service operations, staffing schedules, and account assignments.
• Monitor attendance compliance and lead cross-training initiatives.
• Track, measure, and report compliance metrics.
• Manage contract administration and billing processes.
• Partner with Commercial and Operations to ensure contracts support business and customer expectations.
• Work with Accounting and IT to resolve system setup issues.
• Review customer invoices for accurate billing and transaction capture.
• Support month-end activities and compliance requirements.
• Ensure accuracy in work performed and customer service transactions recorded.
• Assist with inventory variance investigations and review billing and operational variances for accuracy and compliance.
• Meet corporate deadlines and SOX requirements.
• Generate month-end system processing and customer reports.
• Develop and coordinate job-specific training programs.
• Create, implement, and maintain customer service procedures and processes.
• Manage a team of up to 20 or more.

Benefits

• 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 employees and dependents
• 401(k) with employer and employee contributions
• Company-funded pension plan
• Paid time off
• Paid parental bonding leave
• Paid holidays
• Flexible work schedule
• Voluntary benefit plans

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree