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Headquartered in Houston, Texas, BWC Terminals is a premier provider of bulk liquid storage and logistics services to refiners, manufacturers, and distributors of bulk liquids in North America. The Company consists of 22 sites with over twenty million barrels of storage capacity. The BWC Terminals facilities are equipped to store a wide range of petroleum, chemical, renewables, and agricultural products. Additional information about BWC Terminals is available at www.bwcterminals.com.

JOB OVERVIEW

This role will plan, coordinate, and manage the activities of the customer service team between multiple terminal locations. The Customer Service Manager will assist in maintaining and enhancing customer relationships and meeting organizational and operational objectives. This position operates in conjunction with Operations, Commercial/Sales, Engineering, Construction, and HSSE. The role will be responsible for establishing procedures and guidelines to develop structure and uniformity between the facilities regarding the Customer Service role.

DUTIES AND RESPONSIBILITIES

Below is a list of essential duties of this position.

+ Assess processes to identify gaps in processes and tools, reduce rework, enhance quality, and improve efficiency while decreasing CSR overtime. Directly supervises customer service personnel.

+ Manages staff recruitment, retention, and performance. Ensures employee compliance with company policies, procedures, and external regulatory requirements.

+ Ensures proper management of customer orders, scheduling, and reporting.

+ Lead the development of recommendations to address gaps in processes, procedures, and policies.

+ Collaborates with business process owners to identify potential reengineering opportunities within the current CSR-driven Inventory system to streamline process automation.

+ Leads the implementation of CSR optimization processes in collaboration with Operations and IT. Assess the cost-benefit of proposed solutions to help prioritize efforts.

+ Continuously review changing processes and ensure documentation of process changes aligns with corporate requirements.

+ Provides support, guidance, and information on control issues to teams across the Customer Service platform.

+ Will continue to monitor CSR progression program and adjust as needed for new skill sets to be added to Service Progression program.

+ Collaborates with Terminal Managers and Regional Managers on customer inventory discrepancies and any potential customer claims items.

+ Influences key users across various CSR processes to ensure compliance with established procedures and facilitate change when necessary.

+ Offers expertise to the CSR team in training in utilizing the current Inventory program. Compiles processed orders along with mandatory paperwork such as SDS’s, certificates of analysis, etc., and provides them to operators to fulfill orders.

+ Responds to customer inquiries, addresses complaints, and maintains positive customer relationships.

+ Monitors customers’ systems for shipping orders and enters shipping data into their systems.

+ Reviews inventory detail reports for accuracy.

+ Provides backup and relief to other positions as needed.

+ Maintains confidentiality regarding all corporate, personnel, and research matters. Employees must comply with applicable regulatory and company health, safety, environmental, and security requirements.

+ Employees are expected to complete the required training promptly, perform duties safely and in an environmentally sound manner, and immediately report injuries/illnesses, environmental spills/releases, and any unsafe acts or conditions to supervision to support the continuous improvement of the company's health, safety, environmental, and security performance.

+ NOTE: Other duties may be assigned as needed.

QUALIFICATIONS

To perform the duties of this position successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below outline the knowledge, skills, abilities, and competencies required in this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

+ 4-year college degree preferred or comparable industry-related years of experience.

+ Prefer at least 5 years of experience in a Terminal Customer Service role.

+ Supervisory experience preferred.

+ Proficient in Microsoft Office Suite Must have or be able to obtain a TWIC card.

+ Ability to read, analyze, and interpret documents, manuals, reports, and correspondence.

+ Ability to communicate effectively, verbally and in writing, with customers and co-workers; ability to write correspondence and instructions, using exemplary grammatical and spelling skills.

+ Ability to interact with others professionally and appropriately, work effectively with a diverse group of individuals and maintain effective working relationships with staff and customers.

+ Ability to manage multiple tasks, logistically organize and maintain many details, and meet deadlines.

+ Capable of reporting to work on time, prepared to perform duties of the position, and willing to perform duties as workload necessitates.

+ Ability to carry out the duties of this position while helping the company to meet its mission and while adhering to policies, procedures, and regulations.

+ Process / Control Documentation experience.

+ Experience with process enhancement initiatives and/or working in a transformational environment.

+ Experience with automating business processes.

+ Ability to travel as required to other terminals.

WORKING CONDITIONS / PHYSICAL REQUIREMENTS

The working conditions and environment, as well as the physical requirements and activities listed below, are representative of those that an employee must meet to perform the essential functions of the job successfully. Reasonable accommodation may be provided to enable individuals with disabilities to perform the essential functions.

Working Conditions and Environment: While performing the duties of this position, the individual generally has good working conditions. The employee is often exposed to moderate noise from office equipment and co-workers.

Physical Requirements/Activities: The position requires regular physical activity, including standing, walking, sitting, reaching, carrying, and handling objects. Candidates must be able to use hands and fingers for tasks such as typing and operating office equipment. Effective verbal communication and active listening are essential, as the role involves frequent interaction with others. This position involves sitting for approximately 80% of the workday. Occasionally, employees are required to kneel, bend, push, pull, lift, or twist. Occasionally, employees are required to lift or exert force of up to 10 pounds. Intermittently, the employee is required to lift or exert force of up to 25 pounds. Specific vision ability required is close vision of 20 inches or less.

Equal Employment Opportunity Statement

BWC Terminals provides equal employment opportunities (EEO) to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.