Customer Service Supervisor

Customer Service Supervisor

Headquartered in Houston, Texas, BWC Terminals is a premier provider of bulk liquid storage and logistics services to refiners, manufacturers, and distributors of bulk liquids in North America. The Company consists of 22 sites with over twenty million barrels of storage capacity. The BWC Terminals facilities are equipped to store a wide range of petroleum, chemical, renewables, and agricultural products.

Job Overview

The Customer Service Supervisor is responsible for overseeing the daily activities of the customer service team across their terminal location. This role supports the maintenance of strong customer relationships and ensures operational objectives are met. The Supervisor works closely with Operations, Commercial/Sales, and Terminal Management to ensure consistent service delivery and adherence to company standards. This position helps implement procedures and guidelines that promote consistency and efficiency in customer service operations.

Responsibilities and Duties

Essential duties include:

• Supervise and support customer service representatives (CSRs) in day-to-day operations.
• Monitor team performance and provide coaching, training, and feedback to ensure quality service and compliance with company policies.
• Assist in managing customer orders, scheduling, and documentation to ensure timely and accurate fulfillment.
• Identify and report process gaps or inefficiencies to management; assist in implementing improvements.
• Support the use of inventory systems and ensure CSRs are trained in system functionality and updates.
• Maintain accurate records and ensure proper documentation of customer interactions and order processing.
• Collaborate with Terminal Managers to resolve inventory discrepancies and customer claims.
• Respond to customer inquiries and complaints, ensuring prompt and professional resolution.
• Monitor customer portals for shipping orders and enter data into systems as required.
• Review inventory reports for accuracy and escalate issues as needed.
• Provide backup support to other team members and roles as necessary.
• Maintain confidentiality and comply with all health, safety, environmental, and security regulations, including quality standards.
• Complete required training and report any unsafe conditions or incidents to management.
• Perform other duties as assigned.

Qualifications

To perform the duties of this position successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below outline the knowledge, skills, abilities, and competencies required for this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

To succeed in this role, candidates should demonstrate the following:

• Associate degree or equivalent experience preferred.
• Minimum of 35 years in a terminal customer service role.
• Prior supervisory or team lead experience preferred.
• Proficiency in Microsoft Office Suite.
• Ability to obtain a TWIC card.
• Strong verbal and written communication skills.
• Ability to manage multiple tasks and meet deadlines.
• Professional demeanor and ability to work effectively with diverse teams.
• Experience with process documentation and improvement initiatives.
• Familiarity with inventory systems and order processing.
• Willingness to travel to other terminals as needed.

Working Conditions / Physical Requirements

The working conditions and environment, as well as the physical requirements and activities listed below, are representative of those that an employee must meet to perform the essential functions of the job successfully. Reasonable accommodation may be provided to enable individuals with disabilities to perform the essential functions.

Working Conditions and Environment: While performing the duties of this position, the individual generally has good working conditions. The employee is often exposed to moderate noise from office equipment and co-workers.

Physical Requirements/Activities: The position requires regular physical activity, including standing, walking, sitting, reaching, carrying, and handling objects. Candidates must be able to use hands and fingers for tasks such as typing and operating office equipment. Effective verbal communication and active listening are essential, as the role involves frequent interaction with others. This position involves sitting for approximately 80% of the workday. Occasionally, employees are required to perform tasks that involve kneeling, bending, pushing, pulling, lifting, or twisting. Occasionally, employees are required to lift or exert force of up to 10 pounds. Intermittently, the employee is required to lift or exert force of up to 25 pounds. Specific vision ability required is close vision of 20 inches or less.

Equal Employment Opportunity Statement

BWC Terminals provides equal employment opportunities (EEO) to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.