To ensure efficient and accurate operations of the Chemical Customer Service Department. Provide leadership to ensure standardization and capitalize on synergies throughout the Carteret terminal.
Responsibilities:
Overseeing day-to-day customer service operations.
Overall responsibility for Customer fulfillment and operational excellence at the Carteret Terminal.Lead performance improvement initiatives in customer service, teamwork, and communications through mentoring and coaching individuals.
Promote SQE within the Chemical Customer Service Department.
Responsible for meeting all customer service training requirements.
Responsible for proactively making changes in scheduling to avoid out of compliance events.
Working closely with operations to ensure timely communication to customers.
Regional KPI reporting for all customers and the terminals.
Work with facility personnel to review overall process and make process improvement.
Ensure positions are properly staffed at all times and maintain a relief/coverage plan and schedule
Develop and maintain contingency plans for the most likely events that interfere with normal operation
Coordinates with the scheduling manager to ensure efficient pipeline schedules and customer satisfaction.
Provides direction for Control Center and Controllers who operate the pipelines remotely by computer controls to safely and efficiently deliver refined petroleum products from shipper receiver points to designated locations.
Works closely with operations support and quality control managers operating efficiencies, product quality, product measurement, hydraulics and power conservation initiatives and issues.
Initiates and documents and investigates all incidents / near miss reports relating to customer service activities.
Review/Generate/Implement changes via MOC process
Disciplinary actions
Lead incident/root cause investigations
Document control/records retention
Direct activities/responses related to abnormal/emergency operating conditions
Continuously assess Customer Service processes and provide strategy and direction to make improvements.
Provide overall support to help resolve customer issues.
Provide support to Customer Service and Dispatch to ensure successful completion of their daily duties.
Coordinate and work with management to ensure customer requirements are met.
Manage overall department performance and completion of annual Performance Evaluations.
Take ownership of monitoring customer services relationship with operations and provide direction as necessary.
Other duties as assigned.
Position Requirements
Minimum experience, skills, knowledge, certifications, licenses, competencies, working conditions:
EDUCATION REQUIREMENTS: Minimum requirements and any additional preferred education or training: Terminal experience
Supervisory experience.
Must have solid planning, organizational, and communication skills.
Must possess a strong customer focus.
Must have a strong attention detail.
Must be able to handle multiple tasks.
Able to work effectively in a fast paced, stressful environment.
May be required to work additional hours to meet the needs of the terminal.
Solid knowledge of PC systems and related applications.
Preferred experience, skills and knowledge Above the minimum requirements, not required but advantageous in this position:
Lawson experience.
Galahad experience.
Terminal supervisory experience.
Supervisory Responsibility
Manage the Chemical Customer Service Department and personnel.
EQUAL OPPORTUNITY EMPLOYER STATEMENT: We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
