Customer Service Manager

The Customer Service Manager provides critical customer service leadership and acts as a central communication link between customers and internal teams, including Marketing, the Quality System Manager, departmental managers, and terminal personnel. This role ensures seamless coordination, timely decision-making, and high-quality service delivery across the organization.

Key Duties and Responsibilities

• Lead the Customer Service Realization Process in accordance with the OEMS. This includes organizing customer meetings (pre‑contract, quality partnerships, post‑contract) and managing the Customer Sales Inquiry process from initiation through completion to support timely, informed decisions.
• Develop and deliver analytical reports that evaluate economic and operational data to identify business optimization opportunities. This includes reviewing industry trends, analyzing terminal throughput, preparing the Monthly Reports, and conducting strategic ancillary revenue analysis as needed.
• Manage customer impacts by collaborating with department managers to identify and implement practical, timely solutions. Responsibilities include coordinating API tank outages, completing API checklists, and addressing customer-specific requests.
• Participate in the corrective action process for nonconformances or customer complaints affecting service quality. Support conflict resolution related to service issues, billing discrepancies, or nonconformances. Oversee A/R backlog management and customer satisfaction initiatives.
• Coordinate and lead customer service activities, including scheduling terminal visits, audits, meetings, site tours, and operational assessments. Prepare and distribute Customer Notices as required.
• Review and approve Marketing-related operational requests, such as vessel/barge lightering, direct intermodal product transfers, lay berths, truck scale weighing accounts, and independent railcar storage accounts.
• Represent the company at industry events and maintain strong relationships with internal and external stakeholders. Contribute to quarterly newsletter articles and engage with customers at conferences when appropriate.
• Support high-quality output for the Marketing team, including initial review and analysis of commercial terms for proposals. Collaborate with Contracts Administration and the Vice President of Marketing to support budget forecasting.
• Provide guidance to Billing regarding invoice classification (customer, intercompany, or other).
• Perform additional duties as assigned by the Vice President of Marketing.

Required knowledge, skills, and abilities: 

• Bachelor’s degree in business or a related field preferred
• 7–10 years of experience in Operations, Customer Service, or Marketing within a terminal or related industry
• Strong interpersonal and communication skills
• Effective time‑management and organizational abilities
• Solid decision‑making and problem‑solving skills
• Strong verbal and written communication capabilities