Job FunctionsManage the Customer Service Realization ProcessLead analytical reports for business optimization opportunitiesCoordinate customer service initiativesParticipate in corrective action processAssist with billing classification
Job RequirementsBachelor’s degree preferred in Business or similarMinimum of seven to ten years’ experience in Operations, Customer Service, Marketing in related terminalExperience with API tank outages and customer special requestsKnowledge of industry data and terminal information such as throughputAbility to lead analytical reports for business optimization opportunities
SkillsEffective interpersonal skillsGood decision-making skillsStrong verbal and written communication skillsTime-management skillsAbility to work well under pressureAttention to detailAdaptability
Basic Duties and Responsibilities
Manage the Customer Service Realization Process, per the OEMS. This requires establishing customer meetings as required (pre-contract, customer quality partnerships, post contract). This is to include leading the Customer Sales Inquiry process from start to finish which will involve driving timely and informed decisions.Lead and deliver analytical reports that review economic and operational data to identify business optimization opportunities. This could involve the review of industry data against terminal information such as throughput. This is to include the Monthly Pasadena Report and strategic ancillary revenue analysis where required.Responsible for managing customer impacts and working with department managers to identify practical solutions in a timely manner. This is to include coordinating API tank outages, API checklist completion and all other customer special requests.Participate in the corrective action process as requested regarding any nonconformance or customer complaint affecting the quality of the service ITC provides to its customers, and mitigate conflicts with customers regarding disputes that may arise from service issues and billing problems or non-conformances. This includes the management of the A/R backlog and customer satisfaction process.Coordinate and lead customer service initiatives such as appointments for terminal visits i.e.: meetings, audits, site tours, operational assessments and develop and issue Customer Notices.Responsible for Marketing approvals of vessel/barge lightering, direct inter-model product transfers, lay berths, truck scale weighing accounts, and independent rail car storage accounts.Participate in industry related functions and maintain a positive relationship with both internal and external customers in order to drive sustainable results. This is to include development of quarterly pipeline articles and liaise with customers at industry conferences when required.Participate in the delivery of a high-quality output for the Marketing team. This includes providing the initial review and analysis of commercial terms for proposals and working with the Contracts Administration group and Vice president of Marketing to support budget forecasting where required.Assists (or provide guidance to) the Billing in determining invoice classification (customer, intercompany or other) for billing purposes.Other responsibilities, as assigned by the Vice President of Marketing.
Skills and Requirements
Bachelor’s degree preferred in Business or similarMinimum of seven to ten years’ experience in Operations, Customer Service, Marketing in related terminalEffective interpersonal skillsEffective time-management skillsGood decision-making skillsStrong verbal and written communication skillsLife at Intercontinental Terminals Company
ITC was founded on February 24, 1972, with its purpose to construct, operate, maintain, and grow Mitsui & Company (U.S.A.) Inc. terminal assets. The Terminal broke ground after taking title to 11 acres on December 1, 1971 located on the inlet of Tucker Bayou next to Rohm and Haas. Simultaneously, with this purchase, ITC concluded a long-term lease with Union Equity Cooperative Exchange for an existing dock with deepwater that was contiguous to the 11 acres. In 1974, a dock which the facility was leasing from Union Equity became available for sale. Included in this purchase was an existing warehouse built over the dock that was used to store bagged rice for export. Mitsui purchased a 50% interest in the dock, storage warehouse, and deepwater berth which increased the size of the facility by an additional 18 acres. Within a year, another opportunity was presented when Rollins Environmental Services offered to sell their interest in a dock and 135 acres of land. This property was south of Tidal Road and was not contiguous to the existing 18 acres. ITC successfully acquired the 135 acres from Rollins, but eventually resold 80 of these acres back to Rollins. By 1976, with dock ownership and the newly acquired acreage, ITC constructed a key installation for Exxon ChemicalCompany.
Thrive Here & What We Value1. Emphasis on teamwork and collaboration2. Encourages continuous learning and development3. Values worklife balance and promotes a healthy lifestyle4. Provides opportunities for career growth and advancement5. Fosters an inclusive and diverse workplace culture6. Emphasis on safety and coordination of safe operation7. Collaborative and supportive environment8. Opportunities for growth and development within the company9. Focuses on providing excellent customer service1e. Importance of following procedures and applicable regulationsf. Promotes a positive and inclusive workplace culture.
