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 operates 23 sites with over twenty million barrels of storage capacity, equipped to store a wide range of petroleum, chemical, renewables, and agricultural products.

About the role

The Customer Service Supervisor oversees the daily activities of the customer service team at their terminal location. This role supports strong customer relationships and ensures operational objectives are met by collaborating with Operations, Commercial/Sales, and Terminal Management to deliver consistent service and adhere to company standards. The Supervisor helps implement procedures and guidelines that promote consistency and efficiency in customer service operations.

Responsibilities

• 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.

Requirements

• Associate degree or equivalent experience preferred.
• Minimum of 3–5 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

The role generally offers good working conditions but involves exposure to moderate noise from office equipment and co-workers.

Physical Requirements

• Regular physical activity, including standing, walking, sitting, reaching, carrying, and handling objects.
• Ability to use hands and fingers for tasks such as typing and operating office equipment.
• Effective verbal communication and active listening due to frequent interaction with others.
• Sitting for approximately 80% of the workday.
• Occasional tasks involving kneeling, bending, pushing, pulling, lifting, or twisting.
• Occasionally lift or exert force of up to 10 pounds; intermittently up to 25 pounds.
• Close vision ability required (20 inches or less).