Customer Service Representative - Queen City

PRIMARY PURPOSE

To comply with training provided in order to be capable of all duties required to be knowledgeable of assigned customer accounts and respond to customer requests and inquiries and resolve complaints.

DUTIES AND RESPONSIBILITIES

- Adhere to all Kinder Morgan policies and procedures

- Act as a liaison between company and customers

- Respond promptly to customer inquiries

- Handle and resolve customer complaints

- Obtain and evaluate all relevant information to handle inquiries and complaints

- Direct requests and unresolved issues to management

- Record details of inquiries, comments and complaints and actions taken

- Communicate and coordinate with appropriate personnel

- Follow up per established procedures

- Monitor shipper inventories utilizing computer entries

- Schedule and create work orders for transloading

- Accurately weigh inbound and outbound trucks via truck scale

- Distribute documents / shipping papers as needed for transportation of railcars and trucks

- Perform all duties safely, effectively and efficiently

- Maintain a high degree of organization.

- Manage rail car and inventory systems

- Participate in daily Safety / Quality Talks

- Report any / all incidents and/or near misses

- Properly greet and communicate with all visitors

- Comply with training given to use business internet applications appropriately

- Understand and comply with Telephone Etiquette procedures

- Understand and comply with Shipper Confidentiality when discussing Shipper Accounts

- Comply with filing procedures

- Perform all work in compliance with company standards, procedures and regulatory requirements.

- Perform all daily housekeeping duties to include office area, office bathrooms, conference rooms, carpet floors, furniture, computers, phones, office equipment and windows.

- Understand and comply with all requirements for any emergency

- Perform other functions as trained, requested and instructed by supervision

- Other duties as trained and assigned

Position Requirements

EDUCATION

- High School Diploma or equivalent

- Post high school education preferred

- Assoc. Degree helpful

EXPERIENCE/SPECIFIC KNOWLEDGE

- Minimum one year work experience in customer service, scale operations, or computer experience

- Must be able to take direction / supervision and work cooperatively with other people

COMPETENCIES, SKILLS AND ABILITIES

- Must be proficient in Microsoft Office (Word, Excel and Outlook)

- Must have good mathematical skills (addition, subtraction, multiplication and division, decimals and fractions)

- Must be able to learn and use location specific software applications

- Must have good attention to detail and accuracy

- Must have good organizational skills

- Must be able to communicate, read, comprehend and interpret written and oral communications in English

- Must be able to work under pressure to meet deadlines

- Must be able to focus attention and follow work rules

- Must be able to accept supervision / direction and work effectively and cooperatively with other people

- Ability to adjust to changing operating conditions

- Successful completion of background check and post offer and random drug screens

PHYSICAL DEMANDS

- Must have manual dexterity to operate equipment including, but not limited to, computers, telephones, 2-way radios and calculators

- Must be able to sit for extended periods of time

- May be required to stand for extended periods of time

- Specific vision abilities required include close vision, depth perception and ability to adjust focus

- May occasionally be required to lift / carry up to 25 pounds

WORKING CONDITIONS

- May be required to work varied hours, overtime and/or weekends as needed

- Must be able to work under pressure to meet deadlines

- Primarily work in an office environment

- Occasional trips outdoors may be required

- Must be able to take direction / supervision and work cooperatively with other people

SUPERVISORY ROLE

No

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.