at Kinder Morgan, Inc. in CHICAGO, Illinois, United States
Job Description
Position Description
Kinder Morgan, one of the largest energy infrastructure companies in North America, has been in operation since 1997. Over the years, we have understood that not only do our people contribute to our success, but that they should share in that success. We provide all employees with a safe, honest, trustworthy, ethical, respectful and professional work environment. We believe in building friendly and personal long-term relationships by supporting our employees with ongoing training, continued growth and internal advancement while cultivating teamwork and diversity with a culture of inclusion from various experiences and backgrounds. Dedicated to providing security to our employees, we offer a comprehensive benefit program that includes, medical, dental, vision, disability, life, 401(k), a retirement contribution (pension plan) and more. Join our team and help shape the present and future of North America's energy infrastructure with a career at Kinder Morgan.
The Chicago Terminal is located in the far southeast corner of Chicago, on the east shore of Lake Calumet within the Illinois International Port District's Lake Calumet Industrial Corridor. Approximately a 3 mile drive from I-94 and 103 rd St., and from I-94 and 131 st St., the terminal unloads and loads tank trucks, tank cars, barges, and ships to/from bulk liquid storage tanks that are leased by our Customers. These bulk liquid products include chemicals, biofuels, aviation deicers, and vegetable oils .
Essential duties and responsibilities:
- Supervise all areas of the KM Customer Service support team; Customer Service (CS) support team consists of but is not limited to Customer Service Representatives and Dispatchers
- Define and support external Customers' needs and requirements within the scope of their contractual agreements
- Satisfy customer needs and requirements in partnership with internal KM Operations team
- Recruit, develop, motivate and maintain a dynamic Customer Service Team: Primary role in candidate selection; resume review, phone and in- person interviews
- Develop and maintain CS support team job descriptions and accountabilities
- Develop, manage and coordinate CS support team training and development
- Develop, manage, execute and maintain all CS associated procedures
- Conduct and document routine feedback sessions with all members of CS support team.Conduct annual performance appraisal discussions
- Determine merit increases and bonuses based on employee/company performance
- Handle all CS support team disciplinary situations with support from HR
- Develop and maintain a positive working relationship with external customers and internal KM departments
- Investigate, correct, document and respond to all customer complaints
- Develop and provide internal reporting on customer service issues
- Ensure customer inventories are stated accurately
- Coordinate account assignments
- Coordinate cross-training efforts
- Coordinate shift schedules to support the business demands
- Work closely with the CS support team to ensure all procedures are adhered to
- Track, measure and publish compliance record of various functions
- Manage month-end process
- Work closely with Operations to obtain timely and accurate info needed for the month-end process
- Investigate and resolve inventory variances outside of tolerance measure
- Review customer billing for accuracy
- Work with CS support team to meet corporate deadlines
- Perform all tasks with accuracy
- Other duties as assigned
Position Requirements...
Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity
