Job Details

Senior Customer Service Representative III

Guardian Rail is proud to operate one of the country's leading freight rail services and transportation companies with a large network of freight and tank car repair facilities, a nationwide network of running repair agents, and a rail services division that operates short line railroads and contract switching and transloading sites.

We are currently seeking a Senior Customer Service Representative III to work with internal and external customers to coordinate maintenance (repair, paint/coating, cleaning) events on railcars (e.g. tank, hopper, and other freight cars) that meet the requirements with FRA, AAR, customer requirements and Guardian Rail LLC capabilities.

Duties and Responsibilities

• Serves as the primary customer contact while answering customer questions and requests related to services on railcar maintenance. When needed utilize QA for assistance on questions regarding repairs.
• Ensure customer expectations are communicated to the production team, follow cars though the production process to support meeting customer expectations.
• Understand and maintain Customer Service KPI and communicate to Plant Manager as trained.
• Learn to evaluate enroute notifications from customers ensuring the shop will have received appropriate information (e.g. SDS, cleaning certificate, drawings, shop instructions, shop records, etc.) to service railcars. Work with QA to learn and understand all documents required from customers.
• Prepares railcar files to ensure the shop has the appropriate forms, documentation, drawings, and information to process and service railcars.
• Training to key estimates in Railcar RX and have reviewed for accuracy, by CSR II/III or Office Manager, QA.
• Input and upload estimate, pursue customer approval. Final review and close out of car file by QA then to Office Manager for invoicing.
• Attend shop production meetings to update customers on cars progress through production, changes in POD etc.
• Update all internal and external systems with the appropriate changes to car status.
• Ensure all cars moving to production have a current POD, enter into Railcar RX and any customer systems as required.
• Maintain contact with Purchasing to notate any information on material ETAs, Status or Delays this information should be entered into Railcar RX and customers notified of extended lead times.
• Review car status vs POD, work with QA or Shop Manager to determine if adjustment is needed and enter into both our system and the customers or if no system and car is delayed contact customer to advise of situation.
• Process and update customer mechanical systems to avoid defects, missed updates and records closing prior to being updated.
• Provide daily, weekly, and monthly railcar status reports by utilizing computer systems. Prepare all customer updates for corporate reports as received.
• Respond expeditiously to customer requests, emails, phone calls etc. If you do not have an answer you must still make contact within 24 hrs. to advise the customer you are working on the issue.
• Participate in customer related conference calls as required, be prepared to have solid updates on any cars with upcoming or expiring PODs, material info, issues etc.
• Participate in customer visits, audits etc. as required by Plant Manager.
• Maintain CSR department documentation requirements, work with QA to fully understand all car documentation and requirements for completed cars.
• Other duties as assigned.

Qualifications

• High School diploma required; some college preferred
• 2-3 years' experience in railcar maintenance planning and fleet management preferred
• Prior lead or supervisory experience preferred
• Industry knowledge of AAR, FRA rules and Tank Regulations, SDS and safety rules knowledge.
• Excellent verbal, written, and electronic communication skills while communicating with all levels of the customer's organization
• Proficient in verbal and written English skills
• Ability to pay strong attention to detail, exceptional organizational skills, and ability to multitask
• Computer proficiency in MS Office applications and other applications including billing systems and ERP systems