Customer Solutions Manager - Carload

Overview

This position is the liaison and client advocate between the client at the property level and FEC; Works closely with the Corp Ops, Client Management, Customer Service, IP/IP Research, and Director of Customer Service to ensure clients expectations and requests are met. The role requires candidate to be able to work with others on their team, and be a disciplined self starter and independent thinker. Requires the ability to demonstrate sound judgment and use common sense while consulting and providing solutions to our clients.

Responsibilities

• Primary responsibility is to establish and build relationships (being the client advocate) by providing consultative services and solutions with key personnel in assigned client accounts
• Coordinate the involvement of company personnel, including support, service, and management resources in order to meet account performance objectives and clients’ expectations
• Meet assigned targets of strategic objectives on assigned accounts and on-time billing
• Proactively assesses, clarifies, and validates customer needs on an ongoing basis by introducing or advising on different business solutions
• Leads solution development efforts that best address customer needs, while coordinating and managing the involvement of all necessary company personnel
• Contact each account a minimum of once a quarter with a meaningful touch
• Deliver outstanding customer service by responding swiftly and accurately to queries and concerns from clients
• Maintaining detailed knowledge of new and existing business solutions through collaboration with internal departments
• Ensuring credibility with clients by maintaining detailed knowledge of their account, products, and services and serving as their advocate with internal FEC departments
• Ensure that clients understand the resources available to them and provide assistance when needed
• Establish strategy and timelines for portfolio related initiatives to improve property performance.
• Work with the Director of Customer Service to identify areas FEC can improve their service to the client
• Identify inside sales opportunities in a way that will maximize revenue, increase client satisfaction and provide a consistent experience
• Drive value-added customer service for the FEC through proactive communication and customer resolution
• Interacts with customers to ensure response to inquiries about FEC services and other general questions are handled effectively
• Ensures systemic issues are researched and corrective actions are put in place to avoid future recurrence.
• Proactively communicates service modifications, operating plan changes, and major service disruptions to appropriate FEC customers
• Proactively engage customers on service product and service issues to develop improved customer satisfaction and opportunities to leverage FEC service product
• Other duties may be assigned.
  
  

Qualifications

• High School diploma/GED required
• 5 years of Railroad or Trucking Industry Experience
• More than 2 years of experience required in Customer Service, Commercial, and/or Transportation Operations
• Requires flexibility and ability to maintain a professional demeanor when dealing with tight deadlines, sensitive service issues, and emergency situations on a daily basis
• Proven ability to thoroughly conduct a root-cause analysis
• Excellent writing, oral, and presentation skills
• Requires the ability to effectively communicate with all levels of the organization
• Proven ability to effectively work independently and within a team
• Excellent planning and organizational skills
• Ability to work a non-standard work schedule in a 24x7 managed operation
• Analytical skills
• Ability to lead, coach and develop people
• Customer and public facing skills
• Microsoft Office skills
  
  

Qualified applicants will be considered for vacancies without regard to race, color, religion, sex, national origin, age, disability, or any other characteristic protected by prevailing state and federal laws, regulations and ordinances.