Customer Service Specialist

About the role

The individual in this position will execute the customer’s purchase of rail freight transportation by coordinating all aspects of the customer’s service. They will communicate and arrange activities with customers, marketing, transportation, and all other applicable departments and entities. The role focuses on developing progressive customer relationships by proactively supporting the customer’s business success to sustain the railroad’s profitability. This individual will find solutions to complex issues in line with established expectations under the direction of the departmental supervisor/manager.

Responsibilities

• Act as the point person for all communication to and from the customer regarding service; key contact for all service performance issues.
• Resolve complex service and system issues, communicating results clearly.
• Coordinate and maintain ongoing dialogue between departments.
• Foster teamwork using the best communication methods.
• Take corrective action to improve the effectiveness of the Customer Service team.
• Waybill customer shipments accurately (both inbound and outbound).
• Relay, prepare, and deliver clear and accurate instructions to crews.
• Be fully versed in the use of GE’s RailConnect Transportation Management System (TMS).
• Maintain accurate records in TMS for car movements, yard inventories, and other data as necessary.
• Provide effective training in TMS.
• Understand special ancillary charge agreements between marketing and customers.
• Coordinate and communicate new customer information to applicable internal departments.
• Anticipate and coordinate car movements on behalf of the customer, planning for how movements in one area of the railroad will affect other areas.
• Grow relationships with customers, focusing on how to help their business succeed to ensure the success of the railroad.
• Take ownership of solving customer problems and developing opportunities to add value to service and increase profitability.
• Exhibit a sense of urgency and communicate all customer initiatives to marketing personnel.
• Actively engage in the company’s safety culture.
• Cover non-assigned shifts in the event of vacations, illness, or other business needs.
• Perform other duties as assigned.

Skills

• Customer Focus: Commitment to meeting the expectations and requirements of all customers—internal and external. Proactively building customer input into decision-making and removing barriers that stand between customers and their need for service/information.
• Communication Skills: Effectively expressing ideas and information to individuals and groups. Managing verbal and non-verbal messages, adjusting presentation and language to meet audience needs, and utilizing the best communication methods for the situation. Listening to gain a thorough understanding of root problems/opportunities. Exhibiting objectivity and openness to others’ views while contributing to a positive team environment.
• Initiative: Taking actions to achieve goals, self-starting rather than waiting for direction, and exceeding minimum requirements.
• Analysis/Problem Assessment: Securing relevant information, relating and comparing data from multiple sources, identifying cause/effect relationships, and developing and executing alternative options.
• Database & Computer Skills: Accurately and thoroughly documenting customer transactions, processes, and procedures. Capturing all processes that affect revenue.
• Telephone Skills: Communicating effectively with internal and external customers via telephone, clearly and concisely formulating information for non-face-to-face understanding.
• Leadership Skills: Leading by example and demonstrating support of company policies, procedures, and initiatives.

Qualifications

High school diploma or GED; Associate degree or relevant experience preferred. French language proficiency is a plus.