Administrator​/Customer Service Representative

Position description

Using Kinder Morgan and customer computer systems, manages all products of Kinder Morgan customers. This includes, but is not limited to, maintaining accurate inventory transaction records in a financial accounting manner; reconciling daily and monthly inventory receipts and shipments, reconciling variances between book and physical inventories; allocating variances amongst customer products in common/commingled storage, managing variance amounts to contractual tolerances; understanding and overseeing customers’ product supply/resupply logistics to help develop an efficient work flow at the terminal;

coordinate railcar, truck, and barge receipts and shipments to avoid conflicts at docks/loading spots; communicating with the customers as required to satisfy their requirements; and communication with other KM employees/departments. This position is the primary contact for the day to day customer product movement activity and for any inquiries regarding their business.

8 hours shift within normal business hours which are currently M-F  (8:00 AM EST - 4:30 PM EST), subject to change to meet the needs of the business; some percentage of overtime will be required occasionally.

• Be prepared to actively participate in the daily Customer Service/Operations sync call.
• Work closely with managers and teammates to understand, develop, document, implement and maintain Customer Service procedures.
• Execute all procedures and customer requirements according to SOP.
• Follow through on customer related issues to ensure 100% customer satisfaction.
• Maintain proficiency and accuracy using the various customer and KM information systems.
• Calculate quantities of products to be loaded when blending products in storage tanks and trucks.
• Issue precise accurate direction to Operations via Galahad system generated Plant Operating Orders.
• Work closely with the managers and teammates to investigate and respond to all customer complaints and inquiries.
• Verify critical data on every Plant Operating Order generated.
• Ensure paperwork is 100% complete and compliant.
• Handle issues and problems related to the movement of the customers’ product by interfacing with managers and teammates.
• Participate in investigation, correction, documentation and response to all customer complaints.
• Cross train on all Customer accounts. Must be able to identify and satisfy customer requirements as the business demands.
• Configure new and maintain existing data in Kinder Morgan inventory system and automated truck loading rack system.
• Identify, support, and achieve individual and CS team goals.
• Promote teamwork amongst co-workers to ensure all customers are 100% satisfied in an efficient and timely manner.
• Extract data and use excel to create Key Performance Indicator reports and charts for internal analysis customer presentation.
• Develop and maintain a positive working relationship with customers, carriers, and internal KM departments.
• Coordinate customer processes with all departments; i.e. Operations/Maintenance shutdowns, non-routine processes, barge or delivery arrival schedule.
• Develop and provide internal reporting as necessary.