Customer Solutions Supervisor

Canal Barge Company / Canal Terminal Company

JOB DESCRIPTION

Customer Solutions Supervisor

I. BASIC FUNCTION

Provide excellent leadership to Canal Terminal Company’s Channahon Terminal Customer Solutions Department. Position provides customer service for liquid terminal customers which includes but is not limited to: order processing, scheduling, bill of lading preparation, and management of inventory levels. The incumbent maintains a positive working environment, working cooperatively with terminal operations and laboratory personnel, co-workers, customers, service providers, and regulatory personnel, as required.

II. MAJOR RESPONSIBILITIES

1. Customer Service and Order Management – Primarily responsible for communications with customer base and processing of customer orders. Supervise staff in accurate preparation of customer, carrier, and terminal documents.

2. Compliance – Maintain security of the Terminal and manage related activity and documentation.

3. Order Scheduling and Reporting - Planning, scheduling and reporting of all customer movements by truck, rail and barge. 

4. Systems Management – Maintain and update terminal systems including all inbound and outbound traffic, gauges, tank-to-tank transfers; prepare Ordertrack and TMS systems for new or revised contracts.

5. Rail Management – Manage rail activities to maximize efficiency, minimize unexpected delays and enhance terminal profitability. Work effectively with CSX, terminal customers, operations, customer solutions coordinators and 3rd parties to accomplish these goals.

III. SPECIFIC RESPONSIBILITIES

A. Supervisory Responsibilities

1. Participates in hiring of customer solutions team members.

2. Trains new employees in the company’s customer solution department policies, procedures, and best practices.

3. Organizes and oversees the schedules and work of assigned staff.

4. Conducts performance evaluations that are timely and constructive.

B. Customer Solutions and Order Management

1. Communicate with customers and vendors to ensure the smooth flow of approved traffic into and out of the Terminal, as needed.

2. Supervise daily communication between Logistics and CTC Operations on proper, timely, and accurate transfer of product. Assess priorities based on time sensitive requests.

3. Ensure that customer relations are maintained or exceed expectations. Respond to customer inquiries and resolve issues or complaints. Report customer relation deficiencies to the Terminal Operations Manager and Director of Terminal Services as soon as possible.

4. Maintain document storage system, supervising or performing scanning and upload of documents daily.

5. Possess a deep working knowledge of facilities and capabilities to promote customer order efficiency.

6. Monitor quality of Customer Solution Team’s daily performance, providing guidance and advice, as necessary.

7. Maintain strong communications with customers, operations, and management. Provide excellent service to internal and external customers at all times.

C. Order Scheduling and Reporting

1. Oversee the planning of inbound and outbound loads and prioritize as needed.

2. Ensure daily recording and reconciliation of cargo movements to BOL documentation and inventory gauges to ensure accurate and timely reporting of customer inventories and billing for services.

3. Work closely with Financial Accounting regarding inventory reconciliation, CSX, customer demurrage and customer billing.

4. Coordinate with Laboratory for efficient flow of laboratory analysis results.

5. Maintain all Driver records, COIs, and related files.

6. Comply with all customer SAP and information system requirements.

7. Meets all performance standards and performance metrics for Customer Solutions Department.

8. Crosstrain and backup all Customer Solutions Department functions; fill in for Customer Solutions staff during vacations or sickness.

D. Compliance

1. Enforce compliance of all administrative policies for the Customer Solutions team, including procedures, safety rules and government regulations for carrier and vendor traffic in and out of the Terminal.

2. Implement processes, procedures and requirements outlined by customers.

3. Manage system updates for SDS documentation provided by customers. Collaborate with team to ensure SDS information is up to date.

4. Develop and periodically update the standard operating procedures for the department, including relevant customer and regulatory requirements. 

5. Collaborate with Terminal and CBC Corporate Staff to ensure safe, effective, efficient, and environmentally conscious operations.

E. Systems Management

1. Be a Subject Matter Expert (SME) for Ordertrack and TMS. Manage system data to ensure accurate records for customer inventories.

F. Rail Management

1. Plan for and manage inbound and outbound railcars using information from ShipCSX, operational capabilities, and customer orders/needs. Includes daily switches, cars in or bound for Rockdale yard, cars onsite (industry), and daily loading and unloading of railcars.

2. Manage and account for carrier demurrage, working to minimize and bill for all demurrage charges.

IV. TRAITS & ATTRIBUTES

1. Strong business analysis skills, understanding of inventory optimization concepts, and ability to provide tactical planning for all customer orders for all modes. 

2. Excellent computer skills, especially MS Word and Excel

3. Able to work well under pressure and with minimal oversight.

4. Organized, fact-based decision maker

5. Strong communication and problem-solving skills

V. RELATIONSHIP

The Customer Solutions Supervisor reports to the Terminal Operations Manager and provides daily supervision to the Customer Solutions team. Works closely with Director of Terminal Services on systems and inventory related matters.

VI. EXPERIENCE & EDUCATION

1. Bachelor’s degree in business or related field is preferred.

2. Minimum 3 to 5 years’ experience in a transportation or logistics environment.

3-5 years of supervisory experience strongly desired.

4. Must have excellent organizational and time management skills and be able to work independently and as a team and run multiple projects at one time.

5. Proficiency in Microsoft Office Suite.

VII. OUTCOMES

• Customer Satisfaction and Operational Efficiency: Maintain a high level of customer satisfaction through effective order management, proactive communication, and swift resolution of issues.

• Inventory Accuracy and Financial Integrity: Achieve precise and reliable inventory tracking and reporting, collaborating closely with the Financial Accounting team for timely reconciliation and billing accuracy.

• Systems and Technology Expertise: Efficiently manage system data to support accurate customer inventories and adapt to new contract requirements, leveraging technology to support smooth Terminal operations.

• Rail Operations Optimization: Accurately account for demurrage and optimize railcar movements to align with customer needs and operational capacity.

• Team Leadership and Development: Provide effective leadership and training to the Customer Solutions team, establishing a productive and collaborative working environment.

These outcomes will improve the Terminal operations and profitability. The goal is to be a trusted partner who executes his/her responsibilities diligently and reliably, consistent with CBC’s culture.

Canal Barge Company, Inc. and its subsidiaries are Equal Opportunity Employers - All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information.