Customer Support Manager

Are you ready to think about the future and dream big? At Port Houston, we're seeking individuals who are eager to tackle the most significant challenges of their careers. For over a century, we've been driven by vision and scale, delivering impactful initiatives that shape Houston and the region. Our sustainability and success hinge on attracting, retaining, and nurturing exceptional talent.

When you join Port Houston, you're embarking on a journey towards a fulfilling career path. Take the first step in the right direction—are you READY?

Position Summary

Support the terminal and stakeholders through efficient management of customer service.

Responsible for ensuring exceptional service is continuously provided to all customers across all

channels and platforms. Maximizing the flow of intermodal traffic through the optimization of

talent, process execution, and delivery of exceptional customer service.

Key Responsibilities/Duties

• Supervise and coordinate terminal gate operations including, interaction with Steamship Lines and trucking companies, manage the Customer Service Supervisor and all of the Customer Service Coordinators
• Ensure optimal staff productivity by monitoring and improving daily processes for all of the Customer Service Coordinators
• Manage Customer Contact center and ensure operational milestones are being met
• Develop and maintain Standard Operating Procedures and other job-related resources with supervisor.
• Identifies and implements improvements to drive best-in-class customer experience with the Port’s products and services.
• Enforce departmental policies and disciplinary actions as needed.
• Act as primary contact for customers regarding gate process or service concerns.
• Coordinate and lead meetings and tours as requested.
• Collaborate with the Yard Planning Center (YPC) to ensure truckers are serviced timely and efficiently.
• Investigate and troubleshoot problems that arise in daily operations; presents issues and potential solutions to the appropriate departmental support team.
• Collaborate with appropriate Port Houston staff as directed by management with planning and execution of upcoming projects and systems implementations.
• Manage processes involved with automated gate components, act as a terminal system super user as well as liaison to systems vendors.
• Responsible for training Customer Service Coordinators on the use of systems applicable to the job
• Communicate activities to the Customer Service Manager, including but not limited to productivity, process changes, staff concerns, and customer concerns.
• Provide costs for terminal services and coordinate with Port Houston Billing department to ensure proper invoicing is created for services.
• Generate various customized and ad-hoc reports to maintain department effectiveness and efficiency.
• Work a temporary, alternative schedule or shift as requested by supervisor.
• Act in accordance with Port Houston core values (respect, excellence, accountability, diligence, and you)
• Perform other tasks, as required
  
  

Education/Experience

• High School Diploma or GED equivalent required
• Bachelor’s degree preferred
• 5+ years related customer service and/or terminal logistics experience required
• Previous supervisory experience required
  
  

Knowledge, Skills, Abilities And Behaviors

• Knowledge of terminal systems
• Knowledge of Port Houston tariffs, HR policies and procurement processes
• Knowledge of department processes
• Knowledge of customer concerns
• Knowledge of safe policies and procedures
• Leadership skills
• Presentation skills
• Organizational, collaboration, and teamwork skills
• Good communication skills
• Analytical and research skills
• Time management skills
• Ability to supervise and manage the work of others
• Ability to resolve problems
• Ability to pay attention to detail
• A Transportation Worker Identification Credential (TWIC) must be obtained within 30 days of appointment and be maintained for the duration of employment.
  
  

Key Competencies Required

• Achieving Results
• Building Successful Team
• Customer Focus
• Effective Communication
• Planning & Organizing
• Pragmatic Decision Making
  
  

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate, but due to open office environment noise level may occasionally be high. To apply, please go to porthouston.com/careers. Only applications submitted through the Port Houston Careers website will be acknowledged. Port Houston is an equal opportunity employer and participates in the E-Verify program supervised by the U.S. Government.

Thank you for choosing Port Houston in your career search.

Disclaimer

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this job. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.