Customer Service Coordinator - Rail Operations

Company: INEOS Olefins & Polymers USA Interested in joining a winning team?

A team whose employees are empowered to make a difference? Grade 34-35 Offer Range: $88,722 - 132,185 Organizational context and job purpose INEOS Organization : INEOS is a global manufacturer of petrochemicals, specialty chemicals and oil products. It comprises 17 businesses, each with a major chemical company heritage.

Its production network spans 75 manufacturing facilities in 24 countries throughout the world. Business Context : Headquartered in League City, TX, INEOS Olefins and Polymers USA is one of the largest producers of olefins and polyolefins in North America. Ineos produces high-density polyethylene and polypropylene from one of its manufacturing locations at Battleground Manufacturing Complex.

The O&P USA business includes the product lines Ethylene, Propylene, Butadiene, Polypropylene and Polyethylene. Manufacturing sites include Chocolate Bayou Works (Alvin, TX), Battleground Manufacturing Complex (LaPorte, TX), and Carson (Carson, CA), with a division office in League City, TX. Overall O&P USA has 1,200 employees, 1,400 contractors, and annual revenue of over $3 billion.

How the Role Fits in and The Main Purpose of the Role : Customer Service Coordinator - Rail Operations main areas of activity performance include: Coordinate with rail procurement on all rail rate requests, major rail freight contracts, and RFPs (data mining/configuration/analysis, lane accuracy, minimum volume requirement compliance analysis, discussion with rail operations, and the businesses). Authority to negotiate all non-contracted loaded revenue moves in the NAFTA region. Position involves extensive third-party (railroads and third-party logistics service provider) interaction.

Negotiation and settlement with railroads on the routing protocol, operations intervention/troubleshooting for rail shipments, route selection for optimum transit time, demurrage, diversion of rail shipments, and freight payment intervention. Cost and operations management (team member) relating to all rail diversions, demurrage, no bills, empty car movements, lease track agreements, freight payment reconciliation, and intervention on disputes and rebills for non-standard rail movements. Monitoring railcars through the Rail Exceptions dashboard, related dashboards, and other GVP reports, which are delayed or have been modified from their initial shipment plan, including the following occurrences:

Cars delayed more than three days past the customer's required delivery date. Cars idle in transit for more than three days. Manage communicating and tracking all customer railcars over 120/150 days Manage idle car escalations Validate twice per year the Firestone railcar weights Lead investigator for customer complaints (Traction) relating to Mexico rail shipments and shipments from CPChem.

Owner of the Rail Exceptions dashboard, ensuring dashboard user compliance with dashboard rules, expectations, and constraints. Monitor and take action for key rail customer-related dashboards to identify customers with problematic rail service, customer activity, or behavior that is adversely affecting rail operations and service. Escalate to Rail and Logistics Team Lead in the Supply Chain Distribution Center (SCDC) when intervention does not produce a scenario where cars continue their shipment movement or customer requested delivery date is in jeopardy.

Manage re-billed and diverted cars, monitor the transit of relevant cars, and manage the revised ETA of the car in the context of the customer-requested delivery date. Review all data with the relevant CSA and communicate changes and remediation activity to the customer as appropriate. Proactively communicate railroad service failures and ETA adjustments for cars delayed more than three days versus the customer's required delivery date.

Develop and implement alternative supply options for meeting customer demand requirements or which are operationally preferred due to improved transit time or reduction in costs. Interface with internal and external team members, including product and inventory planners, customer service representatives, mode team leaders, rail and logistics operations team leads, carriers, service providers, and customers, to create alternative supply solutions. A Single Point of Accountability (SPA) for Supply Chain Operations for significant rail operations events, including, but not limited to, force majeure, significant Weather and other Natural Disasters, and Product Contamination events.

Manage Customer rail pipeline and rail detention reports, including responding to Supply Chain and Customer questions and requests and adding new Customers to the report process based on Customer Master additions. Process owner for design and implementation of these reports. Member of the INEOS After-Hours response team as scheduled.

Key Rail support person for CSAs when contacted by the customer regarding Rail shipment questions or changes in order/delivery requirements. This would include communicating and negotiating directly with the customer as appropriate in the circumstances. Examples of customer Rail issues that would be managed include:

Delayed or missed Rail switching into a customer's facility. Requesting Rail service for a new at the customer's location. Storage charges if the railcar is constructively placed.

Unexpected invoices from a railroad. Route weight restriction management. Management of conflicting transit information from a railroad website.

Rail routing changes and out-of-route movements. Customer shutdowns predicated on delayed rail shipment or transit regardless of cause. Customer Rail complaints (Tractions). Requests for customer rail-related data.

Develop and manage all customer profiles for key customers as defined by Supply Chain management. Profiles would document key components of a customer and their site regarding on-site infrastructure (including pictures), receiving practices, order preferences, production plan, usage rates, products produced, key customers of the customer, and inventory procedures and management. Negotiate/construct/optimize rail rate and route networks with cross-functional teams and directly with railroad management.

Have the authority to negotiate and fix rates/routes for SAP origin/destination pairs up to 25 carloads per year. GRADE 35: Sr. Customer Service Rail Coordinator:

Lead cross-disciplinary teams to execute projects Responsibilities AND Accountabilities Accountability 1: Safety, Health. Environmental and Quality (SHEQ) Promote, ensure, and sustain commitment to managing areas of responsibility in Supply Chain operations without harm to people, property, and the environment by demonstrating SHEQ and Operations Leadership.

Demonstrating SHEQ and Operations Leadership. Ensure compliance with Management of Change (MOC) and Trction action items in relevant areas of responsibility. Supports the quality management process and provides/participates in the day-to-day activities of the Supply Chain to ensure operations meet or exceed customers' requirements.

Accountability 2: Financial Facilitate/prioritize the activities of rail operations, customer fulfillment, and Traction/quality to meet the performance goals for Supply Chain Operations and the Businesses. Monitor and facilitate performance management of Supply Chain service providers on variable cost and operating metrics.

Interface with Finance and Control to ensure compliance with DOA and overall financial objectives for the Business and Supply Chain Operations. Accountability 3: Optimization Actively share lessons in operations performance and best operating practices across the Supply Chain organization, including other functional areas, Site Logistics, and the Business Teams.

Support Supply Chain operations and Business teams by identifying improvement opportunities in Safety, Reliability, Productivity, and Cost Reduction. Accountability 4: Data and Optimization Responsibilities Supports Supply Chain Management regarding optimization and improvement activities through data visualization tools and advanced analytics.

Accountability 5: Sr. Customer Service Rail Coordinator Project Management (Grade 35) • Led cross-disciplinary team across multiple departments to execute Supply Chain projects. • Lead, identify, and define training requirements • Define resource levels related to training and development Skills & Knowledge Required Education/Experience • BA/BS in Logistics or Supply Chain Management. Will consider other business/engineering or related degrees.

Must have SAP (order to cash) at expert level. Five years of experience in rail operations. Sr. Customer Service Rail Coordinator (Grade 35) - 7 years of experience in supply chain operations, including a strong knowledge of inventory management, transportation systems, SAP, Logistics Execution (LE), Sales & Distribution (SD) Order to Cash processes.

Skills and Competencies Technical Skills SAP Super User Capabilities Strong rail operations knowledge and ability to learn and stay abreast of industry changes. Competencies Strongly developed interpersonal and communication skills, both written and verbal. Ability to negotiate with third-party providers.

Proven ability to successfully lead diverse groups of people through influence skills against established performance metrics. Able to compile, optimize and analyse data effectively. Creates and manages decision support protocols to facilitate substantive recommendations for improvement.

Advanced Excel skills Excellent quantitative and SAP skills. Processes a track record of accomplishment by driving performance and accountability. Strong demonstrated ability to manage, progress, and deliver multiple and competing priorities.

Able to effect change by challenging the status quo and championing improvement initiatives. Has an improvement and inquisitive mindset. Proven commitment and delivery of SHEQ compliance and advancement.

Defines personal success in terms of the whole team. Makes timely and effective decisions, includes use of good judgment and consideration of proper balance between benefits/risks. Creates strong morale and spirit, feeling of belonging in team, broadly shares both routine and important tasks.

Has a strong work ethic. Willing to go the extra mile as needed, including after-hours effort as needed to meet key deadlines. PHYSICAL REQUIREMENTS Frequently (70-100%) sitting.

Occasionally (30-60%) lifting and carrying up to 20 pounds. Infrequently (10% or less) ascending and descending stairs, bending, stooping, twisting, kneeling, and reaching at/below shoulder height. The worker is required to have close visual acuity to perform an activity such as preparing Our culture is one of honesty and integrity with an emphasis on safety, health and environmental performance. On our team, people are acknowledged for embracing new practices that help create real value for customers.