Customer Service Manager

 Basic Duties and Responsibilities 

1. Manage the Customer Service Realization Process, per the OEMS. This requires establishing customer meetings as required (pre-contract, customer quality partnerships, post contract). This is to include leading the Customer Sales Inquiry process from start to finish which will involve driving timely and informed decisions.
2. Lead and deliver analytical reports that review economic and operational data to identify business optimization opportunities. This could involve the review of industry data against terminal information such as throughput. This is to include the Monthly Pasadena Report and strategic ancillary revenue analysis where required.
3. Responsible for managing customer impacts and working with department managers to identify practical solutions in a timely manner. This is to include coordinating API tank outages, API checklist completion and all other customer special requests.
4. Participate in the corrective action process as requested regarding any nonconformance or customer complaint affecting the quality of the service ITC provides to its customers, and mitigate conflicts with customers regarding disputes that may arise from service issues and billing problems or non-conformances. This includes the management of the A/R backlog and customer satisfaction process.
5. Coordinate and lead customer service initiatives such as appointments for terminal visits i.e.: meetings, audits, site tours, operational assessments and develop and issue Customer Notices.
6. Responsible for Marketing approvals of vessel/barge lightering, direct inter-model product transfers, lay berths, truck scale weighing accounts, and independent rail car storage accounts.
7. Participate in industry related functions and maintain a positive relationship with both internal and external customers in order to drive sustainable results. This is to include development of quarterly pipeline articles and liaise with customers at industry conferences when required.
8. Participate in the delivery of a high-quality output for the Marketing team. This includes providing the initial review and analysis of commercial terms for proposals and working with the Contracts Administration group and Vice president of Marketing to support budget forecasting where required.
9. Assists (or provide guidance to) the Billing in determining invoice classification (customer, intercompany or other) for billing purposes.
10. Other responsibilities, as assigned by the Vice President of Marketing.

Skills and Requirements

1. Bachelor’s degree preferred in Business or similar
2. Minimum of seven to ten years’ experience in Operations, Customer Service, Marketing in related terminal
3. Effective interpersonal skills
4. Effective time-management skills
5. Good decision-making skills
6. Strong verbal and written communication skills