365 operation

Genesee & Wyoming Inc.•Town of Henrietta, NY

About The Position

The Customer Service Specialist executes customers’ purchases of rail freight transportation by coordinating all aspects of service and arranging activities with customers, marketing, transportation, and other applicable departments and entities. The role builds progressive customer relationships by proactively supporting customers’ business success and thereby sustaining railroad profitability. Under the direction of a departmental supervisor or manager, the specialist finds solutions to complex issues in line with established expectations. This position operates in a 24/7/365 environment and may cover non-assigned shifts when needed for vacations, illness, or other business needs. The specialist is accountable for customer service performance, accurate shipment and movement records, coordination of car movements, and active participation in the company’s safety culture.

Requirements

Customer focus, including meeting internal and external customer expectations, incorporating customer input into decisions, and removing barriers to service or information.
Strong communication skills, including adapting messages and communication methods to the audience and situation, listening to understand root issues, and contributing to a positive team.
Initiative and self-direction, including taking action to achieve goals and exceeding minimum requirements.
Analysis and problem-assessment skills, including gathering and comparing information, identifying cause-and-effect relationships, and developing and executing alternative options.
Database and computer skills, including accurately documenting customer transactions and processes and capturing processes that affect revenue.
Telephone skills, including communicating clearly and concisely with internal and external customers in non-face-to-face settings.
Leadership skills, including leading by example and supporting company policies, procedures, and initiatives.
High school diploma or GED.

Nice To Haves

Associate degree or relevant experience.
Experience or ability to use GE’s RailConnect Transportation Management System (TMS) and provide effective training in it.

Responsibilities

Serve as the primary point of contact for customer service communications and service performance issues.
Resolve complex service and system issues and clearly communicate outcomes.
Coordinate and maintain ongoing dialogue between departments, fostering teamwork through effective communication.
Take appropriate action to improve the effectiveness of the Customer Service team.
Accurately waybill inbound and outbound customer shipments.
Relay, prepare, and deliver clear and accurate instructions to crews.
Use GE’s RailConnect Transportation Management System (TMS), maintain accurate records of car movements, yard inventories, and other necessary data, and provide effective TMS training.
Understand special ancillary charge agreements between marketing and customers.
Coordinate and communicate new customer information to applicable internal departments.
Anticipate and coordinate customer car movements, considering effects across other areas of the railroad.
Develop customer relationships and support customer business success as a means of ensuring railroad success.
Take ownership of customer problems and identify opportunities to add value to service and increase profitability.
Act with urgency and communicate customer initiatives to marketing personnel.
Actively engage in the company’s safety culture.
Cover non-assigned shifts as needed for vacations, illness, or other business needs.
Perform other duties as assigned.