Intermodal Operations & Customer Service Representative

Intermodal Operations & Customer Service Representative

Our client is currently experiencing rapid growth due to high volume demands and are seeking an Intermodal Operations & Customer Service Representative to join the team. This role will develop and maintain strong relationships with customers and vendors, and provide them with excellent service. They will utilize their exceptional communication skills to address and resolve customer concerns in a timely manner. The Intermodal Operations & Customer Service Representative will also provide operational support by managing fleet availability, then prioritizing and assigning company equipment to customers. We offer an excellent working environment and culture, as well as generous benefits and opportunities for growth within the organization.

Responsibilities

• Build and foster strong relationships with new and existing customers and vendors.
• Serve as the primary point of contact for customers by customer service portal cases, email, phone, etc., and skillfully address high-priority questions and concerns with urgency and professionalism.
• Navigate and promptly resolve transit issues, and escalate to management when necessary.
• Provide exceptional service to customers and vendors through problem resolution using both analytical and creative approaches.
• Efficiently manage utilization of the company’s intermodal fleet by monitoring equipment availability.
• Prioritize fleet assignments based on market demands and profitability.
• Respond to email inquiries pertaining to the company’s rail ramp-to-ramp service offering, including (but not limited to): requests regarding equipment processing, billing, gate reservations, and open cases with the railroad.
• Occasionally responsible for handling incoming after hours calls, emails and customer service portal cases. This rotation is roughly every 6th weekend.
  
  

Experience

• 2 years of experience working with either intermodal services and / or OTR truckload operations
• Technologically savvy and proficient in the Microsoft Office Suite (Outlook, Excel, Word, etc.)
• Exceptionally clear and concise written and verbal communication skills
• Collaborative, “team player” mentality and work ethic
• Effective task management and organizational skills in a fast-paced environment
• Demonstrated critical thinking to make crucial decisions
• Empathetic approach to understanding customer needs
• Previous managerial experience would be an asset
  
  

This position offers a competitive base salary & bonus program.

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