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Guardian Rail · 1 month ago

Customer Service Representative III

Amarillo, TX, USA

Full-time

Onsite

Mid, Senior Level

2+ years exp

Guardian Rail is a leading freight rail services and transportation company. They are currently seeking a Senior Customer Service Representative III to coordinate maintenance events on railcars and ensure customer satisfaction throughout the production process.

RailroadTransportation

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

Qualification

Railcar maintenance planningFleet managementAARFRA knowledgeMS Office proficiencyCommunication skillsAttention to detailMultitasking abilitySDS knowledgeSafety rules knowledgeOrganizational skills

Required

High School diploma required; some college 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

Preferred

2-3 years' experience in railcar maintenance planning and fleet management preferred

Prior lead or supervisory experience preferred

Company

Guardian Rail

Guardian Rail is a leading freight rail services and transportation company, providing trusted, nationwide rail solutions with a focus on safety, reliability, and client care.

Founded in 2015

Bucyrus, Ohio, USA

501-1000 employees