Site Customer Service Supervisor

Overview

The Site Customer Service Supervisor will be responsible for the oversight of all operations at the assigned facility as well as other facilities when needed. This role will include all customer service aspects of the operation, including serving as the one point of contact for the assigned facility and the operational oversight in the Houston Area.

Responsibilities

• Serve as the single point of contact representing Kirby to facility management, employees, and customers.
• Oversee all tankering and facility operations, including scheduling, supervising transfer operations, and conducting audits and assessments.
• Manage tankermen schedules and manpower requirements, ensuring appropriate oversight and support.
• Investigate service failures and incidents, lead on-scene response, and coordinate with internal departments to resolve issues and meet customer needs.
• Develop and maintain relationships with docks and terminals to ensure the highest level of service.
• Support lightering operations and distribute supplies as needed.
• Provide training, performance feedback, and employment actions for tankermen, including assessments for promotions and discipline.
• Ensure compliance with all safety, regulatory, and operational standards.
• Manage a flexible schedule, including nights, weekends, and holidays, to meet operational demands.

Qualifications

• Minimum 3–5 years’ experience in the marine industry, with thorough knowledge of tank barge operations and Kirby equipment.
• Current DL endorsement required; LG endorsement preferred.
• Valid driver’s license with a clean record.
• Ability to pass all required physical and regulatory certifications.
• Strong organizational, communication, and decision-making skills.
• Proficient in Microsoft Office (Word, Excel, PowerPoint) and relevant operational software.
• Ability to work effectively with internal and external customers and manage multiple priorities.

Special Requirements:

• Ability to pass an eye test required to obtain merchant mariners document.
• Hearing as required to obtain a merchant mariners document.
• Sense of smell sufficient to detect presence of potentially dangerous chemical vapors.
• Ability to wear gloves, goggles, rubber boots, slicker suit, steel-toed boots, hard hat, five-minute escape pack, negative pressure respirator or positive pressure respirator.
• Ability to endure harsh environments including extreme temperature, rain, ice, sleet, wind wave action.
• Ability to endure long hours during transfers.
• Ability to swim.
• Ability to use firefighting/spill containment equipment.

Physical Activities & Requirements:

• Employee will be subject to a physical examination by a Kirby Corporation-appointed physician.
• Ability to walk 2-3 miles per day.
• Ability to step vertical heigh differential approximately two feet vertical and two feet horizontal.
• Ability to step across, up, down, or over an obstacle to gain access to docks from the barge to the boat or from boat to the dock.
• Ability to extend arms fully, throughout a normal range of motion both in a horizontal and vertical plane.
• Ability to throw and catch lines.
• Ability to climb a 25-30 feet, 90-degree vertical ladder.
• Ability to lift approximately 60-75 pounds and carry it approximately 500 feet.
• Ability to pass pulmonary function test with a minimum score of 80% with physician’s approval.
• Ability to perform all duties while wearing personal protective equipment.

Working Conditions:

• Flexible schedule required, including nights, weekends, and holidays, as dictated by operational needs.
• Ordinarily work rotating schedule with six days on and three days off.
• Primarily outdoors on barges and docks, exposed to weather conditions including temperature extremes (e.g., summer heat up to 100°F, winter lows around 30°F in Channelview).
• Works 10 to 12-hour rotating shifts with occasional weekend and on-call responsibilities.
• Exposure to marine environments, including potential for wet/slippery surfaces, noise from barge operations, and occasional chemical exposure (mitigated by PPE).