Customer Service Representative III

Guardian Rail is proud to operate one of the country’s leading freight rail services and transportation companies with a large network of freight and tank car repair facilities, a nationwide network of running repair agents, and a rail services division that operates short line railroads and contract switching and transloading sites. The general purpose of this position is to work with internal and external customers to coordinate maintenance (repair, paint/coating, cleaning) events on railcars (e.g. tank, hopper, and other freight cars) that meet the requirements with FRA, AAR, and customer requirements and Guardian Rail service capabilities. Duties and Responsibilities Serves as the primary customer contact while answering customer questions and requests related to services on railcar maintenance. Responsible for scope of work/shopping instructions review prior to or upon car arrival. Initial review of materials required Assist with contract review with the leadership team. Assist in developing economical ways to increase workflow, efficiency and ensure inbound inspections are completed fully and accurately. Ensure customer expectations are communicated to the production team, follow cars though the production process to support meeting customer expectations. Maintain Customer Service KPI and communicate to Plant Manager. Evaluates enroute notifications from customers ensuring the shop has received appropriate information (e.g. SDS, cleaning certificate, drawings, shop instructions, shop records, etc.) to service railcars. Prepares or supervises preparation of railcar files to ensure the shop has the appropriate forms, documentation, drawings, and information to service railcars. Create estimates in Railcar RX and review for accuracy. Input and upload estimate, pursue customer approval, final review and close out car file. Attend shop production meetings to update customers on cars progress through production, changes in POD etc. Update all internal and external systems with the appropriate changes to car status. Ensure all cars moving to production have a current POD, enter into Railcar RX and any customer systems as required. Maintain contact with Purchasing to notate any information on material ETA’s, status or delays this information should be entered into Railcar RX and customers notified of extended lead times. Review car status vs POD, adjust if needed and enter into both our system and the customers or if no system and car is delayed contact customer to advise of situation. Be involved in the process of updating customer mechanical systems – to avoid defects, missed updates and records closing prior to being updated. Provide daily, weekly, and monthly railcar status reports by utilizing computer systems. Prepare all customer updates for corporate reports as received. Respond expeditiously to customer requests, emails, phone calls etc. within 24 hours to provide a high level of customer service Participate in customer related conference calls as required, be prepared to have solid updates on any cars with upcoming or expiring POD’s, material info, issues etc. Participate in customer visits, audits etc. as required by Plant Manager. Maintain CSR department documentation requirements, work with QA to understand all car documentation and requirements for completed car. Other duties as assigned.