Customer Service Representative

About the role

Provide exceptional customer support by managing and resolving field-related issues. This role serves as a liaison between customers and internal departments to ensure timely resolution and maintain strong customer relationships.

Responsibilities

• Serve as the primary point of contact for customers regarding field issues and coordinate with internal departments to ensure timely resolution.
• Manage and oversee the CSR (Helix) program.
• Maintain ongoing communication with Engineering, Production, and Dispatch to facilitate issue resolution and customer satisfaction.
• Assist the CS Coordinator in identifying and resolving potential takeoff errors.
• Process change orders as needed, including providing backup support for the CS Coordinator.
• Conduct job site visits, as needed, to evaluate and document field issues.
• Process Freight Invoices & POD requests.

Requirements

• Excellent communication skills.
• Must be extremely organized.
• Creative and logical thinking.

Preferred Qualifications

• Knowledge of OIS & JEDI Programs.
• Knowledge of NMBS Field Use and Contract Drawings.