Sr Customer Service Rep

Kinder Morgan•Wilmington, NC

15h

About The Position

The Senior Customer Service Representative provides customer service for Kinder Morgan marine liquid terminal customers. The role includes order processing, scheduling, work order and bill of lading preparation, and inventory-level management. The incumbent works extensively with terminal operations personnel, co-workers, customers, carriers, surveyors, and regulatory personnel as needed. The position prepares and processes daily orders for inbound and outbound trucks, rail, and barges, maintains customer documentation and related systems and equipment, and updates the Galahad inventory system. It also supports product movement accuracy and custody-transfer volume reconciliation, month-end close and billing activities, throughput analysis, regulatory reporting, and tracking terminal expenditures and revenue. The role requires strict compliance with the terminal Facility Security Plan and effective communication with internal and external parties.

Requirements

A current, valid state driver’s license and a satisfactory driving record as determined by the Company.
Consistently courteous and professional conduct with customers and co-workers; receptive to co-worker guidance and suggestions.
Ability to handle non-routine customer requests, problems, and inquiries involving research, complex reasoning, and decision-making.
Ability to multitask and strong analytical skills.
Very good PC skills, including above-average proficiency in Excel, Word, and Microsoft Outlook.
Strong verbal and written communication skills and well-balanced interpersonal skills.
Tact and diplomacy in dealing with outside parties, while standing firm when company personnel, property, or equipment need protection.
Ability to take direction, maintain required work schedules, focus on details, follow operational procedures, and adhere to work rules.
Self-motivated and able to work with minimal supervision or direction.
Strong organizational and task-prioritization skills.
Problem-solving ability and capacity to find resolutions.

Nice To Haves

Knowledge of terminal operations, including product movements and measurement.
Working knowledge of Microsoft Access.

Responsibilities

Interact with assigned customers and maintain customer paperwork, installed systems, and equipment.
Coordinate with customer-selected carriers, surveyors, and others regarding orders and product movement.
Prepare daily inbound and outbound truck, rail, and barge orders and associated paperwork; coordinate with rail companies, truck drivers, customers, and co-workers, and enter transactions into company databases and automated systems.
Follow security regulations and procedures in the terminal’s Facility Security Plan.
Accurately maintain the Galahad system, including recording and confirming inbound and outbound movements, identifying inventory variances, running reports, entering gauges, and activating new contracts.
Analyze product movement operations for accuracy and accountability.
Work with operations, co-workers, scheduling, measurement, inspectors, and customers to reconcile custody-transfer volumes.
Respond to inventory report requests and inquiries using inventory system knowledge.
Complete month-end close activities and provide timely information to Accounting and customers.
Respond to product throughput analysis requests from departments and customers.
Prepare daily, weekly, monthly, and annual regulatory reports as required.
Provide billing information to Accounts Payable.
Track terminal expenditures and revenue and assist with weekly forecasting.