Customer Service Specialist

SUMMARY:

The individual in this position will execute the customer’s purchase of rail freight transportation by coordinating all aspects of the customer’s service. He or she will communicate and arrange activities with customers, marketing, transportation, and all other applicable departments and entities. He or she will also work to develop progressive customer relationships by proactively focusing supporting the customer’s business success as a means of sustaining a railroad’s profitability. This individual will be accountable for finding solutions to complex issues in-line with established expectations under the direction of the departmental supervisor/manager. 

RESPONSIBILITIES:

• Act as point person for all communication to and from customer regarding service; key contact for all service performance issues.


• Ability to resolve complex service and system issues, communicating the results clearly.


• Coordinate and maintain ongoing dialogue between departments.


• Foster teamwork utilizing the best communication method.


• Take the correct 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.


• Demonstrate ability to provide effective training in TMS.


• Knowledge of special ancillary charge agreements between marketing and customers.


• Point of contact to 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 relationship with the customer, focusing on how to help their business to succeed as the means to ensure the success of our railroad.


• Take ownership of solving customer problem and developing opportunities to add value to our service to increase service profitability.


• Exhibit sense of urgency and communicate to marketing personnel all customer initiatives.


• Actively engage in the company’s safety culture.


• Cover non-assigned shifts in the event of vacations, illness, or as other business needs arise.


• Other duties as assigned. 

REQUIRED SKILLS AND/OR EXPERIENCE:

• Customer Focus 
  
  
  
  • Commitment to meeting the expectations and requirements of all customers—internal & external.
  
  
  • Proactively building customer input into decision-making.
  
  
  • Removing barriers that stand between customers and their need for service/information.
  
  
  
  


• Communication Skills 
  
  
  
  • Effectively expressing ideas and information to individuals & groups.
  
  
  • Managing verbal & non-verbal messages effectively.
  
  
  • Adjusting presentation, language, terminology and style to meet the needs of the audience.
  
  
  • Utilizing the best communication methods for the given situation and message.
  
  
  • Listening to gain thorough understanding of root problem / opportunity.
  
  
  • Exhibits objectivity and open to others’ views; contributes to building a positive team.
  
  
  
  


• Initiative 
  
  
  
  • Taking actions to achieve goals.
  
  
  • Self-starting rather than waiting for others to dictate actions.
  
  
  • Exceeding minimum requirements.
  
  
  
  


• Analysis/Problem Assessment 
  
  
  
  • Securing relevant information.
  
  
  • Relating & comparing data from multiple sources.
  
  
  • Identifying cause/effect relationships between separate elements of information.
  
  
  • Ability to develop and execute alternative options. 
  
  
  
  


• Database & Computer Skills 
  
  
  
  • Accurately & thoroughly documenting customer transactions.
  
  
  • Appropriately documenting processes & procedures.
  
  
  • Capturing all processes that affect revenue.
  
  
  
  


• Telephone Skills 
  
  
  
  • Communicating effectively with internal and external customers via the telephone.
  
  
  • Clearly and concisely formulating information so that it is understood and applicable in a non-face-to-face format.
  
  
  
  


• Leadership Skills 
  
  
  
  • Lead by example.
  
  
  • Demonstrative support of company policies, procedures and initiatives. 
  
  
  
  

REQUIRED EDUCATION AND/OR CREDENTIALS:

• High school diploma or GED; Associate degree or relevant experience preferred.


• 
  
  French language proficiency is a plus.
  
  

This position is employed by the specific entity set forth in the job posting.

Genesee & Wyoming Inc. and its subsidiary companies do not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or any other protected status under federal, state or local laws.