Customer Service Manager- Argo

The Customer Service Manager is responsible for overseeing all customer service support activities at the Argo Terminal. This role leads through example, promoting strong work ethics and a positive work environment. The position is responsible for developing and maintaining consistent, efficient processes across the Customer Service team and collaborating with other internal Kinder Morgan departments to meet customer needs and service requirements.

Recruit, develop, motivate, and retain a high-performing Customer Service (CS) team.

• Lead recruitment, selection, and onboarding of Customer Service team members.
• Maintain job descriptions, role accountabilities, and performance expectations.
• Coach, develop, and motivate team members to support individual and team success.
• Conduct regular feedback discussions, annual performance reviews, and goal-setting activities.
• Foster employee engagement, accountability, and professional development.
• Support workforce planning, scheduling and ongoing team development.

Build and maintain positive relationships with customers, carriers, and internal departments.

• Coordinate customer-related processes across Operations, Maintenance, and other functions.
• Investigate, resolve, document, and respond to customer complaints.
• Develop and distribute reports on customer service performance and issues.

Oversee daily customer service operations.

• Coordinate staffing schedules and account assignments.
• Monitor attendance compliance.
• Lead cross-training initiatives.
• Track, measure, and report compliance metrics.

Manage contract administration and billing processes.

• Partner with Commercial and Operations to ensure contracts support business and customer expectations.
• Work with Accounting and IT to resolve system setup issues.
• Review customer invoices to ensure accurate billing and transaction capture.

Support month-end activities and compliance requirements.

• Ensure accuracy in all work performed.
• Ensure customer service transactions are accurately recorded.
• Assist with inventory variance investigations.
• Review billing and operational variances for accuracy and compliance.
• Meet corporate deadlines and SOX requirements.
• Generate month-end system processing and customer reports.

Lead training, development and procedural improvements.

• Develop and coordinate job-specific training programs
• Create, implement and maintain customer service procedures and processes.

• Manage a team of up to 20+

• 2 year degree; or equivalent job experience in this area.
• High school diploma or GED equivalent

• 5-7 years of relevant experience preferred.
• Previous supervisory experience.
• Experience handling and resolving controversial and conflict situations
• Experience in documenting and maintaining procedures
• Ability to successfully perform the required and expected duties with minimal direct supervision
• Must be able to provide the leadership and interpersonal skills necessary to manage and supervise employees within the team
• Ability to identify process improvements and implement them
• Ability to organize, schedule and prioritize departmental and individual work to meet various schedules and objectives.

• Confidential, reliable, flexible, credible, confident, team oriented, high-energy, motivated
• Solid verbal, listening and written communication skills
• Able to deal with a wide variety of people with tack, courtesy and professionalism
• Proficient in computer applications; e., Word, Excel, Outlook. SAP experience a plus
• Ability to work in a team environment and interact with support groups, subordinates, supervisor and co-workers
• Ability to handle and resolve controversial and conflict type customer complaints…