Customer Service Manager

Trinity Health•Shell Rock, IA

49d

About The Position

TrinityRail is seeking a Customer Service Manager to support railcar maintenance operations at our Shell Rock, IA facility. In this role, you will enhance the customer experience by improving communication and workflow within the shop and by developing standardized processes that strengthen performance across the Trinity Maintenance Network. Join us and be part of Delivering Goods for the Good of All!

Requirements

3+ years of experience in transportation or logistics
3+ years of customer service experience
3+ years of supervisory or team management experience
Effective problem‑solving and sound decision‑making abilities
Demonstrated experience driving process improvement
Strong communication, organization, and time‑management skills
Clear and professional written and verbal communication skills
High attention to detail with the ability to prioritize competing deadlines
Ability to work effectively in a fast‑paced, team‑oriented environment
Ability to build strong customer relationships with a service‑first approach
Strong collaboration skills across teams and functions
Proficiency with Microsoft Office applications

Nice To Haves

Bachelor’s degree preferred
Bilingual skills preferred

Responsibilities

Lead end‑to-end sales, operations, and planning activities
Serve as the primary point of contact between customers and plant operations
Review and verify all inbound and outbound documentation
Develop and maintain customer‑facing standard operating procedures
Monitor and track railcar turnaround times and plant activity
Maintain accurate railcar status information in Railcar Rx
Respond to customer and internal inquiries regarding railcar movement and status
Oversee inbound and outbound railcar processing
Manage revenue forecasting for the facility
Supervise 3–5 employees, including write-up technicians, customer service administrators, and mobile equipment operators
Lead efforts to improve and digitize railcar documentation processes