Customer Service Representative I

Guardian Rail, LLC•Lynchburg, VA

19d•Onsite

About The Position

Guardian Rail is seeking an experienced Customer Service Representative to join their team. This role involves coordinating maintenance events for railcars, ensuring compliance with industry regulations and customer requirements. The representative will act as the primary contact for customers, manage communication between customers and the production team, and ensure all necessary documentation is maintained for railcar services.

Requirements

High School diploma required.
Prior customer service experience in an industrial setting required.
Excellent verbal, written, and electronic communication skills.
Proficient in verbal and written English skills.
Ability to pay strong attention to detail.
Exceptional organizational skills.
Ability to multitask.
Computer proficiency in MS Office applications and other applications including billing systems and ERP systems.

Nice To Haves

Some college preferred.
1-2 years’ experience in railcar maintenance planning and fleet management preferred.
Some Industry knowledge of AAR, FRA rules and Tank Regulations, SDS and safety rules knowledge.

Responsibilities

Serve as the primary customer contact for inquiries and requests related to railcar maintenance services.
Engage with Quality Assurance to facilitate customer requests.
Communicate customer expectations to the production team and monitor car progress through the production process.
Evaluate enroute notifications from customers, ensuring the shop has all appropriate information (e.g., SDS, cleaning certificate, drawings, shop instructions, shop records).
Read and interpret documents and drawings related to railcar repairs.
Prepare and maintain railcar files with necessary forms, documentation, drawings, and information.
Key estimates in Railcar RX and coordinate with quality and office manager for accuracy.
Input and upload estimates for customer approval.
Coordinate final review and close-out of car files by QA and Office Manager for invoicing.
Attend shop production meetings to provide customer updates on car progress.
Update internal and external systems with car status changes.
Ensure all cars moving to production have a current POD and enter relevant systems.
Maintain contact with Purchasing regarding material ETA's, status, or delays and update Railcar RX.
Contact and notify customers of lead times, delays, and extensions.
Review car status versus POD, work with QA or Shop Manager to determine adjustments, and enter into systems.
Process and update customer mechanical systems to avoid defects and ensure timely record closure.
Provide daily, weekly, and monthly railcar status reports using computer systems.
Prepare customer updates for corporate reports.
Respond to customer requests, emails, and phone calls within 24 hours.
Participate in customer-related conference calls with updates on car progress, material information, and issues.
Participate in customer visits and audits.
Maintain CSR department documentation requirements and understand car documentation and requirements for completed cars.
Perform other duties as assigned.