Account Manager, Customer Excellence (Level II)

The Greenbrier Companies • Lake Oswego, TX

23h

About The Position

The Account Manager, Customer Excellence Team, supports customer relationships and manages day-to-day account activities. The role analyzes customer and account information, coordinates solutions, resolves routine and moderately complex issues, and maintains consistent communication with customers and internal partners. It applies established account management practices and sound judgment to support customer satisfaction, account performance, and continuous process improvement.

The position may be performed remotely or in a hybrid arrangement depending on the employee’s location and business needs. Work is conducted in a professional office or suitable remote workspace with reliable internet access. The role routinely uses computers, video conferencing, phones, and other standard office equipment to communicate and collaborate.

Requirements

• Bachelor’s degree in business, communications, supply chain, or a related field, or an equivalent combination of education and relevant experience.
• At least three years of relevant demonstrated experience in account management, customer relationship management, customer service, or a related professional role.
• Strong written and verbal communication skills and ability to build effective customer and cross-functional relationships.
• Ability to independently manage moderately complex assignments, prioritize competing demands, and deliver consistent results.
• Demonstrated analytical, problem-solving, and decision-making skills within established policies and practices.
• Ability to review data, identify trends, and use findings to support customer and operational decisions.
• Working knowledge of customer engagement, retention, inquiry resolution, and relationship management practices.
• Ability to adapt to established processes, recognize exceptions, and escalate matters appropriately.
• Proficiency with Microsoft Office applications and ability to learn customer relationship management and business systems.

Nice To Haves

• Proficiency in CRM software, particularly Salesforce.
• Knowledge of railcar leasing and asset lifecycle management.
• Ability to work on-site at the Lake Oswego, Oregon office; remote work from other locations may be considered based on business needs.

Responsibilities

• Develop and maintain productive relationships with customers and internal stakeholders to support customer satisfaction and retention.
• Independently manage routine and moderately complex account activities, priorities, and customer communications within established practices.
• Analyze customer needs, account information, and service requirements to determine appropriate actions and coordinate solutions.
• Triage and research inbound customer inquiries in Salesforce, collaborating with internal functions to provide accurate and timely resolutions.
• Maintain regular communication with customers to ensure ongoing satisfaction.
• Support and coordinate asset programs and new car delivery programs, managing expectations and coordinating deliverables and milestones.
• Resolve customer inquiries and service issues using sound judgment, established procedures, and available account data; escalate exceptions when appropriate.
• Collaborate with cross-functional teams and customers to coordinate account activities and support customer needs.
• Review customer and operational data to identify trends, support decisions, and improve the accuracy and efficiency of account processes.
• Maintain customer trust and confidentiality when handling account, operational, and other sensitive information.
• Address moderately complex customer concerns and coordinate communication plans with appropriate internal partners.
• Identify and recommend practical process improvements based on customer feedback, account trends, and recurring service issues.
• Document customer outcomes and success stories accurately and consistently.

Benefits

• Reasonable accommodations are available in the application and hiring process for individuals with known disabilities, unless providing accommodation would result in an undue hardship.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level