Wheeling & Lake Erie | Customer Support Specialist (WLE-0099)

Transtar•Brewster, OH

1d•Onsite

About The Position

Wheeling & Lake Erie Railway is seeking a proactive, detail-oriented Customer Support Specialist to join our Customer Support team. This is not a traditional customer service role. Customer Support Specialists work at the center of railroad operations, connecting customers, train crews, Operations, Commercial, and connecting railroads to keep freight moving and customers informed. Successful team members proactively monitor shipments, investigate issues, communicate service updates, and coordinate solutions to deliver an exceptional customer experience. The ideal candidate is organized, dependable, customer-focused, and enjoys solving problems in a fast-paced environment where priorities can change quickly.

Requirements

High school diploma or equivalent required.
Strong written, verbal, and interpersonal communication skills.
Strong computer skills and the ability to learn multiple software applications.
Ability to manage multiple priorities in a fast-paced environment.
Strong organizational, analytical, and problem-solving skills.
Ability to work independently while collaborating effectively with internal and external stakeholders.
Commitment to providing outstanding customer service.

Nice To Haves

Experience in customer service, logistics, transportation, railroad operations, dispatching, supply chain, manufacturing, or a related field.
Experience working in a time-sensitive operational environment.
Associate's degree, bachelor's degree, or equivalent combination of education and experience.
Experience using business, transportation, or logistics software systems.

Responsibilities

Serve as a primary point of contact for customers regarding rail service, shipment status, and operational inquiries.
Proactively monitor shipments and communicate timely service updates.
Investigate service issues and coordinate solutions with internal departments and connecting railroads.
Build strong customer relationships through responsive and professional communication.
Support railcar, train, and shipment tracking activities.
Prepare, maintain, and review operational and customer information within railroad systems.
Research and resolve data discrepancies, shipment exceptions, and service concerns.
Collaborate with Operations, Commercial, and other departments to support customer needs and service performance.