Customer Service Representative

American Industrial Transport•Chicago, IL

15d•$60,000 - $75,000

About The Position

As a Customer Service Representative at AITX, you will be the primary point of contact for our customers, assisting them with inquiries, complaints, product information, and general support. In this role you will be responsible for proving our customers with timely and accurate assistance while maintaining AITX’s high standards of excellence. This role collaborates closely with the Commercial, Logistics and Operations teams and ensures alignment across functions to execute business objectives at a high level.

Requirements

Bachelor's degree in business, or a related field
Experience in customer service positions, preferably in the railcar industry
Strong written and verbal communication skills
Ability to work in a fast-paced, team environment, while staying organized
Comfortable working on a computer and proficient in Microsoft Outlook, Excel, OneNote, and Teams
Ability to work independently and manage competing priorities
Detail-oriented
Basic understanding of transportation industry concepts and practices

Responsibilities

Respond promptly and professionally to customer inquiries regarding railcar leasing, repairs, maintenance, and contract terms.
Investigate and resolve customer complaints or concerns, escalating issues when necessary to ensure quick and effective resolution.
Utilize Salesforce to facilitate deal flow for the Commercial team.
Maintain accurate customer accounts and database records, updating them as necessary.
Lead collaborative efforts with internal departments to resolve issues promptly and efficiently.
Work closely with logistics coordinators to ensure the timely delivery of railcars.
Follow up with customers to ensure their satisfaction and verify that all issues have been fully addressed.
Develop and maintain strong relationships with customers by keeping them informed of service changes, updates, and developments.
Regularly review and monitor key performance metrics, identifying areas for improvement and providing data to support strategic adjustments.
Build and maintain positive relationships with both internal and external stakeholders.