Customer Service Manager HAZMAT

Job Description

Job Description

Position Summary

Economy Polymers & Chemicals is seeking a Customer Service & Logistics Manager to oversee order management, customer support, and shipping operations. This role is responsible for leading a team, ensuring accurate and compliant documentation, and managing both domestic and international shipments, including hazardous materials.

This position supports a 24/7, 365-day operation , and requires flexibility to work evenings, weekends, and holidays as needed.

The ideal candidate brings strong leadership experience in an industrial or chemical environment, with hands-on knowledge of bills of lading (BOL), export processes, and regulatory compliance.

Key Responsibilities

• Lead, coach, and develop a customer service and logistics team
• Monitor and manage team performance using KPIs and operational metrics
• Conduct performance reviews, provide feedback, and address underperformance
• Ensure team accountability for accuracy, responsiveness, and compliance
• Manage staffing coverage to support a 24/7 operational schedule

• Oversee the full order lifecycle from entry through shipment
• Ensure accuracy in order processing, pricing, and documentation
• Identify and resolve workflow bottlenecks or operational issues
• Collaborate with production, shipping, and sales teams to meet customer needs

• Draft, review and approve bills of lading for accuracy and completeness
• Establish and enforce processes to minimize BOL errors
• Ensure proper handling of shipping documentation, including order confirmations and related records
• Train team members on BOL procedures and compliance requirements

• Oversee domestic and international shipments, including export operations
• Ensure compliance with applicable regulations, including DOT, IMDG, and IATA/ICAO requirements
• Review export documentation such as commercial invoices and packing lists
• Coordinate with freight forwarders, carriers, and customs brokers
• Address and resolve export-related issues such as delays, holds, or documentation errors

• Ensure timely and professional handling of customer inquiries and escalations
• Balance customer satisfaction with company policies and regulatory requirements
• Oversee documentation and resolution of customer complaints and non-conformances

• Analyze operational and customer service metrics to identify improvement opportunities
• Implement process improvements to increase efficiency, accuracy, and customer satisfaction
• Maintain compliance and readiness for audits or regulatory reviews

Qualifications

• 3 to 5+ years of experience in customer service, logistics, or order management
• Prior supervisory or management experience
• Experience drafting, reviewing or managing bills of lading (BOL)
• Knowledge of shipping documentation and order processing workflows
• Strong organizational, problem-solving, and communication skills
• Ability to work a flexible schedule in a 24/7, 365-day operation, including evenings, weekends, and holidays

• Experience in chemical, manufacturing, or industrial environments
• Experience with export shipments and international logistics
• Familiarity with DOT, IMDG, and/or IATA/ICAO regulations
• Experience with export documentation (commercial invoices, packing lists)
• Experience working with freight forwarders and customs brokers
• Bilingual (Spanish/English) is a plus

Work Environment

• Fast-paced industrial/chemical manufacturing setting
• Cross-functional coordination with operations, shipping, and sales teams
• 24/7, 365-day operation requiring flexible scheduling and on-call support as needed

#ZR

By applying for this position, you understand and agree that this organization may conduct a background check and/or drug screening as part of the hiring process. You will be provided with a separate disclosure and authorization form for these checks. Failure to consent to these screenings may result in disqualification from further consideration for employment.

This is a drug-free and alcohol-free workplace. To maintain compliance with regulatory authorities and ensure a safe working environment, the organization conducts random drug and alcohol testing. All employees are expected to comply with this policy as a condition of employment.

Please note: This job opening is not open to staffing agencies or third-party recruiters. Unsolicited inquiries or candidate submissions from agencies will not be considered or responded to.