Customer Service Rep. (CERR)

About the role

Jaguar Transport Holdings LLC is looking for a Customer Service Representative to join our Charlotte Western Railroad Team. At Jaguar we believe in a ONETEAM company culture and know that if we always focus on our team members and our customers, we will be the top service provider that our customers will continue to turn to. The Customer Service Representative will assist in the day-to-day link between our customers and our operations team.

Responsibilities

• Maintain a level of integrity, positivity and professional attitude toward customers, team members, and communities served.
• Gain an understanding of all Jaguar Transport Holdings operations to better support customer needs.
• Coordinate daily business transactions of customers as they relate to provided services.
• Respond promptly to customer inquiries through phone calls, emails, fax, etc.
• Develop and maintain dialogue with customers to understand their needs, directions, and special requirements.
• Review, interpret tariff and contract pricing; determine revenue moves and assess proper rates and authorities.
• Work with Operations & Commercial teams to provide the link between customers and the company in answering questions, resolving issues, and providing proactive communication of day-to-day operations and changes.
• Ensure systematic issues are researched and corrective actions are implemented to avoid future recurrences.
• Prepare and review invoices, receipts, and other documentation accurately and timely.
• Utilize a 3PL Warehouse Manager system to document customer transactions accurately and thoroughly.
• Maintain accurate records in WMS for car movements, yard inventories, and other data.
• Audit WMS data to ensure accurate billing for railcar movements and ancillary charges.
• Prepare and relay clear customer commitments and operational instructions to operations.
• Review and apply revenue associated with all invoices produced, including freight, storage, demurrage, transload, contract switching, and various railcar moves on a daily, weekly, bi-weekly, and monthly basis.
• Ensure proper creation and entry (manual or automated) of all invoices for corresponding billing periods, correcting data and protecting integrity when errors are discovered.
• Improve existing processes to achieve improved customer satisfaction and profitability.
• Operate forklifts as required.
• Utilize process controls and information technology to maximize revenue, data integrity, and efficiencies.
• Generate reports as needed.

Knowledge, Skills and Abilities

• Strong understanding of company values and ability to embody them in daily interactions with team members and customers.
• Effective communication with all departments and levels of management with a positive team attitude.
• Desire to provide reliable information and willingness to understand information to the minute detail.
• Ability to work independently or as a team with adaptability and strong organizational skills.
• Ability to read, interpret, and write documents such as emails, memos, letters, and professional correspondence.
• Ability to speak effectively before groups of customers or team members.
• Proficiency in basic arithmetic: adding, subtracting, multiplying, and dividing in all units of measure, including whole numbers, fractions, and decimals.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in dynamic situations.
• Proficiency in Microsoft programs: Excel, Outlook, Word, PowerPoint.
• Ability to use Wabtec, Outlook, and other systems necessary to perform job functions; training will be provided.
• Ability to read and interpret documents such as contracts, tariffs, and procedure manuals.
• Commitment to continuous improvement by identifying root causes and resolving errors.
• Ability to create and maintain a positive ONETEAM culture atmosphere across departments through long-term internal and external relationships.

Education/Experience

• One to three years of related experience and/or training; or equivalent combination of education and experience.
• Proficient within all Microsoft 365 products (Word, Excel, etc.).
• Preferred: Associates Degree in related field (Business, Communications, Accounting, etc.).
• Preferred: SAP and/or 3PL Warehouse Manager experience.

Work Environment/Conditions

The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this job in an office as well as warehousing environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.