Customer Service Representative

Position Title: Customer Service Representative

Reports to: Customer Service Manager

Supervises: No Direct Reports

Position Summary:

Assist Customer Service Manager to manage all interactions between Iron Horse and its customers and help coordinate railcar maintenance to comply with customer and regulatory specifications.

Primary Tasks and Responsibilities:

• Assist to build and maintain strong relationships with customers. Represent Iron Horse and its values.
• Prepare railcar file to ensure the plant has all forms, documentations, drawings and information
• Identify railcars scheduled to arrive at the plant for maintenance and monitor status.
• After arrival, ensure railcar status is properly documented through the service lifespan and coordinate with Terminals group any necessary railcar movements in order to meet servicing needs.
• Coordinate with corresponding internal departments (Inspection, Cleaning, Repair, Paint & Lining, QA) to schedule railcar maintenance.
• Review supplemental write-ups for any un-estimated work and seek customer approvals. Follow-up with customers in timely manner for approvals when needed.
• Provide accurate and timely updates to customers throughout the servicing process.
• Be a final check that all documentation is accurate and satisfying FRA, AAR, and customer requirements.
• Ensure customer database information is accurate.

Competencies:

• Communication –Articulate thoughts and express ideas effectively using oral, written, visual and non-verbal communication skills, as well as listening skills to gain understanding. The ability to deliver information in person, in writing, and in a digital world.
• Organization - Ability to manage time and information effectively by prioritizing tasks, setting goals, and developing systems for achieving those goals. Employees with good organizational skills can juggle multiple responsibilities simultaneously, stay focused on deadlines, and handle complex projects efficiently.
• Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem-solving situations; Uses reason even when dealing with emotional topics.
• Teamwork – Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone’s efforts to succeed.
• Quality – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Quantity – Meets productivity standards; Completes work in a timely manner; Strives to increase productivity; Works quickly.

Attitude & Safety:

• Always display a friendly and courteous attitude towards coworkers, internal, and external customers.
• Set and uphold high standards of honesty for self and team members.
• Never confront a supervisor or coworker in front of other employees.
• Accept responsibility for all tools and equipment by inspecting, cleaning, and caring for them. Report undesirable conditions to the supervisor.
• At all times ensure all PPE is worn and safety policies and procedures are implemented.
• Ask questions when unsure of directions, procedures, etc.

Normally Expected Education and/or Practical Experience:

• High School Diploma or GED. Bachelor’s degree preferred.
• Demonstrated Customer Service skills.
• Preferred candidates will have 5 years of railcar repair maintenance planning.
• Preferred candidates will have knowledge of the Federal Railroad Administration’s regulation governing the inspection and test of rail cars, and the Association of American Railroads Interchange Rules.
• Railcar maintenance knowledge of railcar repair, cleaning, and coating / painting procedures.
• General NDT knowledge.
• Excellent written and verbal communication skills.
• Proficient in MS Office and Google.
• Valid Driver’s License.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization.
• Ability to add, subtract, multiply and divide all units of measure, using whole numbers, common fractions and decimals.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.

Physical Demands and Work Environment:

• Occasional exposure to fumes or airborne particles.
• Occasional exposure to loud noises.
• Occasionally required to stand, walk, bend, crouch and climb.
• Continually required to talk or hear.
• Occasionally exposed to outdoor weather conditions (heat, cold, rain).

*Management Discretion*:

The job duties and requirements that this document describes may be altered or supplemented at any time at the sole discretion of the employer.

*Employment-at-will*:

This document does not create an employment contract, either express or implied. All employment is employment-at-will.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Work Location: In person