Customer Service Manager

What We Are Looking For


What You Will Do

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.  

Supervisory Responsibility:

• • • Manage a team of up to 20+

What You Need

Education:

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

Required Qualifications:

• 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. 

 Competencies/Skills: 

• 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 professionally
• Ability to multi-task

Working Conditions:

• Must be willing to carry and respond to a company issued cell phone 24/7.  
• May be required to work beyond regular work hours to meet the demands of the business.

Pay Range

USD $93,600.00 - USD $130,000.00 /Yr.
Why Join Kinder Morgan

Kinder Morgan is a large energy infrastructure company operating in North America. Access to reliable, affordable energy is a critical component for improving lives around the world. We are committed to providing energy transportation and storage services in a safe, efficient, and environmentally responsible manner for the benefit of the people, communities, and businesses we serve.

Kinder Morgan provides equal employment opportunity to all employees and applicants for employment without regard to race, color, religion, sex, pregnancy, childbirth and related medical conditions, gender (including gender identity and expression), sexual orientation, national origin, ancestry, citizenship status, age, physical or mental disability, genetic information, marital status, military or veteran status, family status, status as an individual authorized to work in the U.S., or any other status protected by law.

Kinder Morgan offers employees a comprehensive benefits package. Benefits offered for this position may include the following:  health care benefits including medical, prescription drug, dental, and vision coverage; Flexible and Health Spending Accounts; Life and Accidental Death and Disability insurance; Supplemental Life and Accidental Death and Disability insurance for employee and dependents; retirement benefits including a 401(k) with employer and employee contributions and a company-funded pension plan; paid time off; paid parental bonding leave; paid holidays; a flexible work schedule and many voluntary benefit plans.

Job level and pay commensurate with experience and skill set.

For more information about Kinder Morgan, our culture, opportunities available, and to join our Talent Community, please visit our careers site at www.kindermorgan.com.