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Rail Operations—Customer Service Coordinator


INEOS Olefins & Polymers USA

Interested in joining a winning team? A team whose employees are empowered to make a difference?

Organizational context and job purpose

Organizational Context:

INEOS is a global manufacturer of petrochemicals, speciality chemicals and oil products.  The INEOS Olefins & Polymers USA business is a major participant in the North American chemical industry, with an annual manufacturing capacity of 9.6 billion pounds of petrochemicals.  Manufacturing sites include Chocolate Bayou Works (Alvin, TX), Battleground Manufacturing Complex (La Porte, TX), and Carson (Carson, CA), with a corporate office in League City, TX.

How the Role Fits In:

This position requires the ability to coordinate with a diverse team of logistics professionals and staff against contract execution, safety objectives, business goals and improvements in an environment of conflicting and changing priorities to meet the Supply Chain Operations performance contract and Business goals and objectives.

The Main Purpose of the Role:

Rail Operations—Customer Service Coordinator main areas of activity performance include:

  • Coordination 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 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:
    • Railcars delayed more than three days past the customer’s required delivery date.
    • Railcars idle in transit more than three days.
  • Manage customer communications and tracking of all customer railcars over 120/150 days placed.
  • Manage railcar escalations (idles, derailments, missed switched, customer shutdowns).
  • Manage and validate twice per year the Firestone JSOX requirements for railcar weights.
  • Lead investigator for customer complaints (CRM cases) relating to Mexico rail shipments and shipments from CPChem.
  • Owner of the Rail Exceptions and Weight Restricted Lane dashboard insuring dashboard user compliance to 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, which 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 requested 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. 
  • Develop and implement alternative supply options for meeting customer demand requirements due to embargoes (alternate routing, etc).
  • Interface with internal and external team members to create alternative supply solutions including Product and Inventory Planners, Customer Service, Mode Team Leaders, Rail and Logistics Operations Team Lead, Carriers, Service Providers, and Customers.
  • Single Point of Accountability (SPA) for Supply Chain Operations for significant rail operations events to include, but not limited to, Force Majeure, significant Weather and other Natural Disaster events, 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.
  • 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.

o   Requesting Rail service for new customer locations.

o   Storage charges if railcar is constructively placed.

o   Unexpected invoices from a railroad and communicating return tariff invoices from railroads for customer billing for railcars returned after 150-days.

o   Route weight restriction management inclusive of weight tolerance for new customers and requests for weight waivers from railroads.

o   Management of conflicting transit information from a railroad website.

o   Rail routing changes and out-of-route movements.

o   Customer shutdowns predicated on delayed rail shipment or transit regardless of cause.

  • Customer Rail complaints (CRM cases).
    • 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 and usage rates, products produced, key customers of the customer and inventory procedures and management.               
  • Rail rate and route negotiation/construction/optimization with cross-functional teams and directly with railroad management. Authority to negotiate and fix rates/routes for SAP origin/destination pairs up to 25 car loads per year.
  • Main back up for the Customer Service Coordinator—Bulk Trucks and support for terminal audits.
  • Member of the INEOS After-Hours response team as scheduled.

Responsibilities AND Accountabilities

Safety, Health. Environmental and Quality (SHEQ)

  • Promote, ensure and sustain commitment to manage areas of responsibility in Supply Chain operations with no 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 CRM case action items in relevant areas of responsibility.
  • Supports the quality management process and provides/participates in the day-to-day activities of Supply Chain to ensure operations meet or exceed the requirements of customers.


  • Facilitate/prioritize the activities of rail operations and customer fulfillment, and CRM/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 insure compliance with DOA and overall financial objectives for the Business and Supply Chain Operations.


  • Actively share lessons in operations performance and best operating practices across the Supply Chain organization to include other functional areas, Site Logistics, and the Business Teams.
  • Support Supply Chain operations and Business teams by identifying improvement opportunities in the areas of Safety, Reliability, Productivity and Cost Reduction.

Data and Optimization Responsibilities

Supports Supply Chain Management regarding optimization and improvement activities through data visualization tools and advanced analytics.

Skills & Knowledge Required

Education & Experience

·BA/BS in Logistics or Supply Chain Management. Will consider other business/engineering or related degrees.

·Five years + of experience in supply chain operations is advantageous, including a working knowledge of transportation systems.

  • Must have SAP (order to cash) at expert level.
  • Five years + of experience in rail operations.

Technical Skills

  • SAP Super User capabilities
  • Strong rail operations knowledge and ability to learn and stay abreast of industry changes.

Skills and Competencies

  • Strongly developed interpersonal and communication skills, both written and verbal.  Ability to negotiate with third party providers.
  • Proven ability to lead diverse groups of people successfully 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 completing 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.


  • requently (70-100%) sitting.
  • Occasionally (30-60%) lifting and carrying up to 10 pounds.
  • The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; viewing a computer screen and extensive reading.
  • The worker is not substantially exposed to adverse environmental conditions.
  • This position requires the employee to always be alert, able to concentrate on their task at hand, and not impaired by medications (prescription, non-prescription, illegal or legal substances including alcohol), or any other mental condition which adversely affects alertness, concentration, or judgment.

External candidates must be fully vaccinated against COVID-19.

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.