Job Summary
Interacts with CSX customers, responding to questions/concerns about shipments and the service CSX is providing. Serves as customer advocate within the organization. Researches and resolves customer issues and monitors progress. Communicates progress on service recovery and problem resolution to appropriate CSX business partners and the customer proactively. Documents service issues and provides written and oral responses to customers. Communicates tactical service plan changes to key and assigned customers ensuring the impact of changes are accurately and appropriately communicated.
Primary Activities and Responsibilities
- Respond to inbound web inquiries and phone calls from customers, interpreting car movement records and identifying problems.
- Document and coordinate the resolution of service issues utilizing Salesforce and working with Customer Service field managers, field operations, and others to escalate recurring service issues.
- Provide consistent and timely information to customers regarding the actions being taken to resolve service issues.
- Communicate with assigned or key customers regarding curfews, holiday plans, derailments, etc. in a proactive manner.
- Review service metrics for assigned or key accounts and develop comprehensive plans to address recurring service problems.
- Coordinate/communicate with Service Design, Customer Accounting, and Sales and Marketing on issues affecting assigned or key customers.
- Miscellaneous activities and responsibilities as assigned by manager
Minimum Qualifications
- Bachelor's Degree/4-year Degree
- Less than 1 year of experience in Customer Service, Customer Accounting, Customer Service Operations
Preferred Qualifications
- Bachelor's Degree/4-year Degree
- 1 or more years of experience in Project Management, Customer Service, Customer Accounting, Customer Service Operations dept.
Knowledge and Skills
- Microsoft Office skills (including Outlook, Word, and Excel)
- CSX Mainframe systems
- Knowledge of Salesforce
- Knowledge of ShipCSX electronic railroad shipment, placement, and tracking system
- Knowledge of CSX operating divisions and general operations
- Problem-solving skills
- Ability to multi-task and shift focus from one activity to another without impacting the quality of the work
- Written and oral communication skills
- Skill in interpreting non-verbal cues and in identifying underlying concerns and motivations
- Ability to be flexible and open to new ideas and change
Leadership
The CSX Leadership Model is the foundation of our Talent Strategy and is what drives CSX performance. CSX accordingly selects and develops talent based on each of the following: producing results, creating change, and inspiring excellence.
Job Requirements
- Different shifts as assigned in a 24 hour/7 days a week operation (incl working weekends)