Customer Solutions Specialist

CSX • Jacksonville, FL

13d

About The Position

The Customer Solutions Specialist interacts with CSX customers to answer questions and address concerns about shipments and the service CSX provides. The specialist serves as a customer advocate within the organization, researches and resolves customer issues, and monitors progress. The role proactively communicates service recovery and problem-resolution progress to customers and appropriate CSX business partners, documents service issues, and provides written and oral responses. It also involves communicating tactical service-plan changes to key and assigned customers so that the impact of the changes is accurately and appropriately conveyed.

Requirements

• Bachelor’s degree or four-year degree.
• Less than one year of experience in Customer Service, Customer Accounting, or Customer Service Operations.
• Microsoft Office skills, including Outlook, Word, and Excel.
• Problem-solving skills.
• Ability to multitask and shift focus between activities without affecting work quality.
• Written and oral communication skills.
• Skill in interpreting non-verbal cues and identifying underlying concerns and motivations.
• Ability to be flexible and open to new ideas and change.
• Work different shifts as assigned in a 24-hour, 7-days-a-week operation, including weekends.

Nice To Haves

• Bachelor’s degree or four-year degree.
• One or more years of experience in Project Management, Customer Service, Customer Accounting, or a Customer Service Operations department.
• Knowledge of CSX Mainframe systems.
• Knowledge of Salesforce.
• Knowledge of the ShipCSX electronic railroad shipment, placement, and tracking system.
• Knowledge of CSX operating divisions and general operations.

Responsibilities

• Respond to inbound web inquiries and phone calls from customers, interpret car movement records, and identify problems.
• Document and coordinate resolution of service issues using Salesforce, working with Customer Service field managers, field operations, and others to escalate recurring service issues.
• Provide customers with consistent and timely information about actions being taken to resolve service issues.
• Proactively communicate with assigned or key customers regarding curfews, holiday plans, derailments, and similar matters.
• Review service metrics for assigned or key accounts and develop comprehensive plans to address recurring service problems.
• Coordinate and communicate with Service Design, Customer Accounting, and Sales and Marketing on issues affecting assigned or key customers.
• Perform other activities and responsibilities as assigned by the manager.

What This Job Offers

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