Customer Service Manager

KINDER MORGAN

Kinder Morgan is one of the largest energy infrastructure companies in North America. We are a market leader in each of our businesses – Natural Gas Pipelines, Products Pipelines, CO2, and Terminals. We have an unparalleled, large footprint of diversified and strategically located assets that are core to North American energy infrastructure and help deliver needed energy products to high-demand markets.

Kinder Morgan offers a robust benefits package that begins on your first day, including medical, dental, vision, life insurance, two retirement plans, paid holidays, and paid time off.

BUSINESS UNIT: TERMINALS

Kinder Morgan is the largest independent terminal operator in North America, providing a strong, reliable network of 144 terminals serving our customers' storage, distribution, blending and logistical needs. Our terminals store and handle renewable fuels, petroleum products, chemicals, vegetable oils and other products. We have a combined liquids storage capacity of approximately 151 million barrels and handle about 59 million tons of dry bulk materials annually.

Primary Purpose:

This position will manage the 24/7 truck and rail operations function at a relatively complex bulk liquids terminal managing approximately fifteen employees. Responsible for conducting effective, efficient, and safe operations consistent with KM Standards and Values, Safety, Quality, Environmental Program (SQE), Regulatory Requirements, Financial Goals, and Customer Service Expectations. Assist the Operations Manager with various other functions that affect Safety, Quality and Environmental Compliance. Routinely coordinates with customers, governmental agencies, and various internal functional groups including EH&S, Customer Service, Commercial, Human Resources, Audit, Procurement, and Accounting.

Essential duties and responsibilities:

• Effective and safe management of the operations, operations support, operations coordinator/compliance functions of truck and rail operations including development of work schedules, adherence to budgetary constraints, compliance with safety and environmental requirements, and quality assurance.
• Actively participate and champion efforts to continuously improve the safety of operations including the safety committee, safety inspections, safety audits, compliance with policies and procedures, tailgate meetings, incident investigations, root cause analysis, completion of action items, safety incentive program, measurement of key performance indicators and the development of continuous improvement initiatives.
• Actively participate and champion efforts of the SQE process.

Effectively manage the quality control for responsible functional groups. This includes but is not limited to the clear definition of requirements; effective measurement for compliance; identification of non-conformations; development and implementation of corrective actions; the development and implementation of continuous improvement initiatives.

• Maintain an effective workforce through performance management, hiring, salary administration, in-house training program, Dual Verification (DV) program, employee development, coaching and utilization of contract services.
• Maintain and improve communications that continuously keeps employees abreast of facility changes, updates, and improvements and encourages employee participation and feedback.
• Effectively manage the truck and rail operations training program. This includes development/update of procedures; development of power point presentations and training aids; scheduling of training; implementation of training and EDC's; maintenance of training records.
• Effectively manage and coordinate the training associated with other functional groups including Human Resources, EH&S, and SQE training programs to achieve training goals.
• Perform responsibilities consistent with KM process evaluation tools such as HAZOP and Management of Change. Obtain SME status in HAZOP and MOC and champion efforts for full compliance in these areas.
• In conjunction with the Customer Service Group, effectively manage the product inventory control process and promptly investigate and reconcile variances.
• Assist in the development of the operating and capital budgets and effectively manage operations consistent with budgetary goals. Develop and implement efficiency and cost saving initiatives.
• In conjunction with the continuous improvement process, personally conduct field and operational audits and MBWA to measure performance versus expectations. Identify gaps, root causes and implement corrective actions.
• Active participation in the customer audit process, KM internal audit process and the Responsible Care process.
• Active participation in the Emergency Response Team function including training, routine meetings, exercises, drills, equipment, and procedures.
• Assist the Operations Manager as directed toward process improvements in other functional areas and initiatives including Customer Service, Maintenance, Project Management, Safety, Environmental, OPS INFO, Performance Measurement, Document/Compliance Library, and other areas.
• Substitute for the Operations Manager in the areas of financial reporting, SQE reporting, performance measurement reporting and other areas, if needed.
• Demonstrate ability to quickly learn proprietary software associated with RMI System, Union Pacific, BNSF, and Kinder Morgan's Galahad system.
• Utilize available resources to manage and improve Kinder Morgan's' Dual Verification (DV) program between both truck and rail operational sections.
• All other duties as assigned.

Position Requirements

Education Requirements:

• High School Diploma with applicable work experience.
• A Bachelor's degree is preferred, but not required.

Experience, Skills & Competencies:

• Exemplary communications skills – both oral and written.

• Proven ability to take initiative and lead subordinates to accomplish defined goals in a fast-paced environment.

• The ability to work from decentralized instructions (written and verbal).

• Must be able to respond to emergencies when necessary.

• Must be able to split time between industrial and office environments during daily operations.

• Must be able to work quickly and make informed decisions independently and accurately under pressure.

• Must be able to work various hours outside of scheduled shift to meet the demands of the business.

• Must possess and maintain a valid driver's license and a driving record satisfactory to the company and its insurers.

• Mandatory drug screen and background check upon hire.

• Must successfully obtain a Transportation Workers Identification Credential (TWIC) as required by the Transportation Security Administration at the start of employment.

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.