Genesis Alkali, LLC

  • Customer Service Manager

    Job Locations US-PA-Philadelphia
    Job ID
    2018-1252
    Category
    Customer Service/Support
  • Overview

    Genesis Alkali is the world's largest producer of natural soda ash, offering a secure, reliable and diverse range of high-quality product choices. Alkali mines and processes trona ore and manufactures soda ash that is used in the production of glass, detergents, chemical manufacturing, pulp and paper production, and water treatment. It also produces sodium bicarbonate and other chemical compounds used in common industrial, agricultural, and household applications. Our main Alkali operations are in Green River, Wyoming, home of the world's largest trona ore deposit, with a corporate office in Philadelphia, Pennsylvania.

    Genesis Alkali, LLC is a wholly owned subsidiary of Genesis Energy, L.P., (NYSE: GEL). Genesis Energy is a growth-oriented master limited partnership headquartered in Houston, Texas.  Through four divisions: offshore pipeline transportation, sodium minerals and sulfur services, marine transportation and onshore facilities and transportation, we provide an integrated suite of services to refineries, oil producers, and industrial and commercial enterprises. For more information visit www.genesisenergy.com or alkali.genesisenergy.com.

    Responsibilities

    Posting Title: Customer Service Manager

    Location: Philadelphia, PA

    Pay Grade(s): 21-22

    Position Summary: The  Customer Service Manager leads the group of Customer Service Representatives who provide day to day customer service(internal and external customers) as well as management of inventories, third party locations, supply procurement, costs, and communicating customer related information. A successful CSM makes sure the team does its best to meet customer needs by giving helpful tips on inventory controls, making recommendations on how to resolve customer issues, taking orders, troubleshooting problems and answering complaints. The CSM is responsible for team management including: interview and hire of the team, set ground rules and expectations, follow company guidelines for dealing with customers and resolve problems between coworkers or customers as they arrive. 

     

    Primary Responsibilities:

    • Assist with development and implementation of customer service policies and procedures
    • Define and communicate customer service philosophy and standards that will delight external and internal customers
    • Direct the daily operations of the customer service team by planning, prioritizing, and delegating work tasks to ensure proper functioning of the department
    • Review customer complaints and track the resolution
    • Utilize SAP and CRM programs to enhance customer experience and insure data accuracy (Insure and oversee maintenance of master data including pricing)
    • Ensure the necessary resources and tools are available for a quality customer service delivery
    • Handle complex and escalated customer service issues
    • Identify and address staff training, development, and coaching needs
    • Detail-oriented with a focus on high quality
    • Can respond quickly to changing needs and adapt as necessary to meet new challenges
    • Able to multi-task in a fast-paced environment and remain calm under pressure
    • Facilitate and/or participate in monthly commercial, technical, and team meetings including data analysis and forecasting
    • Special projects and ad-hoc reporting as needed (e.g. system upgrades, contingency planning)
    • Assist in fleet management duties such as tracking and expediting to ensure railcar availability
    • Other duties may be assigned

     

     

    Qualifications

    Required Skills and Experience:

     

    • Bachelor’s degree in from an accredited four-year college or university or an equivalent combination of education and experience is required
    • More than 5 years’ experience in a commercial function preferably customer service with demonstrated experience in managing order fulfillment, inventory, and costs
    • More than 3 years of leader/management experience, preferably within a customer service environment
    • Excellent communication and active listening skills, comfortable talking to both internal and external customers via mail, email, phone and face-to-face.
    • In-depth knowledge of customer service principles and practices
    • Demonstrated understanding of logistics/supply chain management
    • Demonstrated learning agility and flexibility

     

    Preferred Skills and Experience:

    • Chemical and/or process industry experience strongly preferred
    • SAP and CRM experience is strongly preferred

     

    Genesis Alkali is an equal opportunity employer and does not discriminate based on race, gender, religion, national origin, age, disability, veteran status, or citizenship.

     

    Philadelphia positions are subject to the Fair Change Hiring Law. Click Here to learn more about the ordinance.http://www.phila.gov/HumanRelations/PDF/BTB%20POSTER%20FINAL_3-9-16.pdf

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