Customer Service Representative- Argo

Kinder Morgan•Summit, IL

About The Position

The Customer Service Representative manages all products for Kinder Morgan customers, maintaining accurate financial inventory records and reconciling quantities within contractual tolerances. The role is a primary contact for assigned customers and supports their participation in daily SQE meetings, while coordinating closely with internal teams and external carriers to meet customer requirements. The representative verifies orders, issues Plant Operating Orders to Operations, maintains complete and compliant paperwork, and supports customer complaint investigation and resolution. Responsibilities also include track administration for incoming and outgoing railcars, inventory and month-end processing, billing review, internal reporting, and following documented procedures and corporate deadlines. The role requires cross-training on all KM accounts and may involve work outside normal shift hours, overtime, and weekend or holiday rotation duties.

Requirements

High school diploma or GED equivalent.
2–4 years of customer service experience in an industrial environment.
Experience handling and resolving controversial and conflict situations.
Experience documenting and maintaining procedures.
Ability to perform required duties with minimal direct supervision.
Ability to identify process improvements and implement them.
Ability to organize, schedule, and prioritize departmental and individual work to meet schedules and objectives.
Confidentiality, reliability, flexibility, credibility, confidence, teamwork, high energy, and motivation.
Solid verbal, listening, and written communication skills.
Ability to work with a wide variety of people tactfully, courteously, and professionally.
Proficiency with computer applications, including Word, Excel, and Outlook.
Ability to work in a team environment and interact with support groups, subordinates, supervisors, and coworkers.
Ability to handle and professionally resolve customer complaints involving controversy or conflict.
Ability to multitask.
Ability to work various hours and overtime to meet business demands and respond to inquiries outside normal shift hours.
Ability to lift 25 pounds.
Ability to adhere to a professional business-casual dress code.

Nice To Haves

SAP experience.

Responsibilities

Actively participate in daily SQE meetings with the assigned team and in the daily Customer Service/Operations sync call.
Work with the Senior CSR to understand, develop, document, implement, and maintain CSR operating procedures.
Execute procedures and customer requirements according to standard operating procedures.
Follow through on customer-related issues to ensure customer satisfaction.
Maintain proficiency and accuracy using customer and Kinder Morgan information systems.
Issue accurate direction to Operations through Galahad-issued Plant Operating Orders.
Work with the CSM and Senior CSR to investigate and respond to customer complaints and inquiries.
Perform daily order verification by comparing Plant Operating Orders with Business Objects reports.
Ensure paperwork is complete and compliant.
Perform track administrator duties, including instructing the railroad where and when to spot incoming and outgoing railcars; duties may include a holiday and weekend rotation schedule.
Address problems related to movement of customer products by coordinating with the CSM, Operations, Senior CSR, Dispatch, and Commercial to develop and execute timely solutions.
Coordinate investigation, correction, documentation, and responses to customer complaints.
Cross-train on all KM accounts and satisfy customer requirements as business demands.
Promote teamwork and support individual and customer service team goals.
Maintain positive working relationships with external customers, carriers, and internal departments.
Coordinate customer processes with departments, including Operations and Maintenance shutdowns and non-routine processes.
Develop and provide internal reporting on customer service issues.
Complete month-end processing and ensure transactions are recorded accurately in applicable systems.
Investigate and resolve inventory variances outside contractual tolerances.
Review customer billing for accuracy.
Meet corporate directives and deadlines and perform tasks accurately.
Perform job-related special assignments as required.

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
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
Flexible work schedule
Voluntary benefit plans