Customer Service Manager Houston, TX, USA Req #1351 Monday, October 21, 2024 *To access Dayforce at its best, log in from the latest version of Chrome, Safari, Firefox, or Edge. * Boardwalk is a limited partnership operating in the midstream portion of the natural gas and natural gas liquids industry, providing transportation and storage services for our customers. Our 14,000 miles of pipeline and storage assets provide diverse market connectivity to producers and end-users who need reliable sources of natural gas for power generation, home heating or petrochemical feedstocks. We have the experience, knowledge, and flexibility to design service offerings and create system enhancements tailored to our customers’ needs throughout the 13 states in which we operate. As an organization focused on sustainability, we are committed to protecting the environment while delivering this energy source. This commitment is made to our customers, employees, and the communities in which we operate. We incorporate environmental stewardship, safety, and compliance into our day-to-day operations and seek to strengthen and support the communities we serve. Additional information about the company can be found online atwww.bwpipelines.com. We are currently looking for a Customer Service Manager for our Houston, TX office. POSITION DESCRIPTION: Boardwalk’s Customer Service Team is responsible for providing front-line support to Boardwalk’s internal and external customers related to the daily commercial operations of the pipeline to enhance customer satisfaction and loyalty. These activities center around capacity release, nominations, confirmations, scheduling, allocations, and imbalance management. Additionally, Customer Service provides key analytics concerning customers’ transportation activities in support of various commercial drivers. Analyzing and compiling data for the various commercial groups is vital for contracting and commercial growth efforts. The team is also key in identifying and implementing process improvements and writing the associated business requirements to implement resulting modifications/new services in Boardwalk’s gas management systems. Key responsibilities of this position include: + Coordinate workforce planning and career development activities across a team of account managers and scheduling analysts to ensure proper pipeline scheduling coverage, effective customer service, balanced workloads, while providing effective opportunities for growth and development. Workforce planning includes but is not limited to tracking, prioritizing and assigning all confirmation and scheduling activities, OBA and customer imbalance management, maintenance coordination, month-end accounting close activities and special projects. Ensure work assignments are commensurate with an employee’s level of expertise. + Foster an effective, collaborative team environment ensuring each individual’s efforts are integral to the team’s success. + Establish and maintain effective relationships with customers. Assist team in addressing customer priorities and gaining first-hand knowledge of customers’ business needs to maximize customer satisfaction and loyalty and to help develop and introduce service enhancements. + Analyze customer activity against contractual and pipeline operational limitations; ensure team properly communicates information critical to customer decisions within the guidelines of the tariff. + Prepare and/or coordinate ad hoc analyses for internal and external customers to assist with issue identification and resolution related to nomination and scheduling functions (location and shipper imbalances, Pooling, PAL and Storage). + Commercial Support – Retrieve and compile customer data as needed in response to various commercial team requests. Analyze and convert data for presentation to commercial sponsor to aid in contracting and development decisions. Monitor contracts, service offerings, etc. on competitor pipelines to support efforts to capture additional market share. + Gas Management System Enhancements – Work with the Commercial leadership team – participate in and/or lead efforts to define business requirements, testing, and implementation of new services, changes to current business practices, or systems. + Comply with federal regulations, industry standards, tariff provisions, company policy, BWP FERC Regulatory Compliance Plan and Sarbanes Oxley Compliance Plan + Execute organizational strategies, goals and initiatives. + Utilize available resources to achieve objectives efficiently. REQUIRED SKILLS, KNOWLEDGE, AND EXPERIENCE: + At least 7-10 years natural gas industry experience + Critical thinking and analytic skills + Communicate clearly (verbal and written) with external business contacts and internal parties including personnel in Commercial Services, Operations Analysis, Gas Control, Gas Accounting, Billing, Legal, IT, Measurement, Contracts and Financial Accounting + Collaborative teamwork focused + Familiarity with pipeline Gas Management Systems, FERC regulations, and regulated pipeline scheduling activities + Software expertise: Microsoft Office suite of business products (specifically Excel, Word, PowerPoint, Access, etc.). PREFERRED SKILLS, KNOWLEDGE, AND EXPERIENCE: + Knowledge of the Gulf South FERC Gas Tariff, services and pipeline system, industry standards, federal regulations, and Sarbanes Oxley compliance + Prior management experience REQUIRED EDUCATION: + Bachelor’s degree (preferably in a Business or Engineering discipline) ADDITIONAL INFORMATION: Boardwalk Pipelines, LP maintains a drug-free workplace and will require pre-employment drug & substance abuse testing before hire. Boardwalk Pipelines, LP is an equal opportunity / affirmative action employer. All applicants will be considered for employment regardless of race, color, religion, age, sex, gender identity, national origin, veteran, or disability status. Other details + Job Family Customer Serv + Job Function Customer Serv Mgmt + Pay Type Salary Apply Now + Houston, TX, USA