What are the responsibilities and job description for the Systems Manager Customer Service position at Regional Rail, LLC?
Join the Momentum at Regional Rail, LLC
Are you ready to be part of a transformative force in the railroad industry? At Regional Rail, LLC, we are a dynamic enterprise built on the integration of small entities into a robust, synergistic network. Formed in April 2007, we have grown to manage 16 railroads and over 800 miles of mainline track, primarily across the Eastern U.S., with extended operations in the Canadian provinces of Saskatchewan and Alberta.
About Us: Our vision is clear: to establish a core group of short-line railroads and rail-related companies, managing them according to the industry’s best practices. Our business model focuses on realizing synergies from these combined entities to enhance administrative efficiency, expand marketing opportunities, and strengthen our negotiating stance with suppliers and connecting carriers. The result? Increased purchasing power, elevated customer satisfaction, and enhanced profitability which fuels our long-term growth and ongoing investment in our ventures.
Rail Operations: Exemplary safety records with numerous industry awards, strict adherence to FRA compliance, innovative service design, and rigorous track maintenance.
Relationships and Compliance: Proficient in managing state and local relations including State Rail Authorities, DOT, and Port Authorities, and skilled in negotiations with Class I railroads and other key stakeholders.
Business Development: We are continuously advancing growth with our existing customers and fostering industrial development through strategic transloads and other initiatives.
We invite you to bring your expertise and join a team that values safety, efficiency, and strategic growth. At Regional Rail, LLC, you’ll not only witness our expansion and success but be an integral part of it.
Position Overview:
The Systems Manager of Customer Service at Regional Rail, LLC is responsible for overseeing the day-to-day operations of the customer service agents, ensuring that all customer service agents are effectively meeting the needs of the company’s clients. This role includes the management of monthly analytics, overseeing training programs, integrating customer service efforts for new rail acquisitions, and participating in budget preparation and management.
Key Responsibilities:
• Team Management:
• Operational Oversight:
• Training and Development:
• Analytics and Reporting
• Integration of Services
Required Qualifications:
• Minimum of five years in a customer service management role in the railroad industry required.
• Knowledge of Wabtec is required.
• Knowledge of: TMS- Transportation Management System, RMS - Revenue Management System, AA - Advanced Analytics, RVP - Rail Connect Visibility and Planning, MCREW – Mobile Reporting Tool for Train Crews.
• Rail Inc understandings of: CIF – Customer Information file, DDCTS – Defective / Destroyed Car Tracking System, UMLER – Universal Machine Language Equipment Register, SCRS – Serving Carrier/Reciprocal Switch, MRR – Mechanical Reference Repository, Car Hire – System that keeps track of payments/receipts of cost of rail cars.
Skills:
• Strong leadership and people management skills.
• Excellent verbal and written communication abilities.
• Proficient in Microsoft Office Suit.
• Strong analytical skills with a proven ability to interpret data.
• Ability to manage multiple projects simultaneously and meet deadlines.
• Knowledge of budgeting and fiscal management principles.
This job description reflects the general duties of the job but is not a detailed description of all duties which may be inherent to the position. Regional Rail, LLC may assign reasonably related additional duties to individual employees consistent with company policies and procedural compliance.