Customer Service Support Specialist

Company: GBW Railcar Services LLC

General Information
US-KS-Overland Park
N/A
Not Specified
Full-Time
Not Specified
Not Specified
False
False
Job Description Summary Description This position can be remotely located anywhere in the USA. The GBW Commercial team needs a strong communicator who can assist in a customer service and account management role. This team member will need to improve communication, visibility, and services to our customers. This person will serve as a point of contact for both shops and customers to help maintain strong communication throughout our network for cars & projects in shop. The Team member in this role will assist in developing reports/customer updates, tracking projects through shop, helping to gather necessary documentation, monitoring system updates and accuracy, communicating updates to and from customers. Monitor approvals, customer portals and dispositions. Below is a list of current reports, updates, and functions that this role will assist with. Duties and Responsibilities • Develop and maintain a dialogue with our customers in order to understand their business needs, directions and special requirements. Consistently strive to exceed the expectations of our customers. • Reporting on a weekly and biweekly basis for many customers such as Koch, Trinity, Phillips 66, UTLX, CIT, UP • Systems Monitoring such as TAS Updates, WFR Updates, Entrust/AS400 Updates • Review of System Reporting that needs correcting and follow up and relay information to shops • Provide Assistance to shops on Customer portals (loading files, access and updates) • Approvals • Customer Information Needed • Dispositions • Working with 500 byte file loading needs • Learn Railroad Wreck Exception processing • Review customer complaints and where appropriate, develop and respond with both cause and corrective action The essential duties and responsibilities are listed above. Other duties may be assigned. Knowledge, Skills and Abilities • Communicate effectively, both orally and in writing; concisely provide information, explanations, and instructions; and elicit information from others with varying levels of ability to understand • Obtain and provide information in a clear and courteous manner • Demonstrate compassion, respect, courtesy, and tact when interacting with others • Maintain composure, efficiency, and a positive customer-service oriented manner during periods of peak workload, with frequent interruptions • Organize work, set priorities, meet critical deadlines, and follow-up with minimal direction • Enter and retrieve data from multiple systems • Independently recognize and define a problem, identify the resources available to help solve the problem, create and implement viable solutions, and follow through to ensure the problem is resolved to the satisfaction of all parties • Exercise delegated authority to take action and to recognize when it is appropriate to seek assistance from others when limits of delegated authority have been reached • Using Microsoft Excel for various reports • Maintain the confidentiality with all customers • Possess a thorough understanding of the shop operating capabilities and processes • Must have strong organizational skills • Must be able to work under pressure to meet deadlines • Ability to adjust to changing operating conditions Education and Experience • High school education or equivalent • Two or more years of experience in an office clerical position utilizing Microsoft Work, Excel and database software required • Prior experience in customer service • 5 years in the railcar industry • Ability to compose business correspondence with correct English grammar, spelling and punctuation. • Must maintain regular, dependable attendance and a high level of performance. • Must be able to work with a team, take direction and follow work rules, as well as, take on additional job responsibilities as needed • May be required to work overtime and weekends • Occasional trips to visit customers will be required • Successful completion of a background check and drug screen Physical Demands & Work Environment • While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. • The Team Member is occasionally required to stand; walk; climb or balance; and stoop, kneel, crouch, or crawl. • The noise level in the work environment is usually quiet. • Sedentary work requiring sitting for long periods of time • The team member in this position is required to exert up to 20 pounds of force occasionally • Some travel may be required Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
Job Requirements