Customer Service Representative I

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.  We are currently seeking an experienced Customer Service Representative to join our team.

Summary Description

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, customer requirements and Guardian Rail capabilities.

Duties and Responsibilities

• Serve as the primary customer contact with respect to customer inquiries and requests related to services on railcar maintenance

• Engage with Quality Assurance to facilitate customer requests as needed

• Ensure customer expectations are communicated to the production team, follow cars through the production process to support meeting customer expectations.

• Understand and maintain Customer Service KPI metrics and communicate with Plant Manager to ensure standards are being met

• Evaluate enroute notifications from customers ensuring the shop has all appropriate information (e.g. SDS, cleaning certificate, drawings, shop instructions, shop records, etc.) to service railcars.

• Read and interpret documents and drawings related to railcar repairs

• Prepare and maintain railcar files to ensure the shop has the appropriate forms, documentation, drawings, and information to process and service railcars.

• Key estimates in Railcar RX and coordinate with quality and office manager to ensure accuracy

• Input and upload estimate for customer approval

• Coordinate final review and close out of car file by QA then to Office Manager for invoicing

• Attend shop production meetings to update customers on cars’ progress through all stages of production

• Update all internal and external systems with the appropriate changes to car status

• Ensure all cars moving to production have a current POD, enter Railcar RX and any customer systems as required

• Maintain contact with Purchasing to notate any information on material ETA’s, Status or Delays and enter corresponding information into Railcar RX

• Contact and notify customers of lead times, delays and extensions

• Review car status vs POD, work with QA or Shop Manager to determine if adjustment is needed and enter both into our system and the customer system as appropriate

• Process and update 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

• Maintain CSR department documentation requirements, work with QA to fully understand all car documentation and requirements for completed cars.

• Other duties as assigned

• High School diploma required; some college preferred

• Prior customer service experience in an industrial setting required

• 1-2 years’ experience in railcar maintenance planning and fleet management preferred

• Some Industry knowledge of AAR, FRA rules and Tank Regulations, SDS and safety rules knowledge.

• Excellent verbal, written, and electronic communication skills while communicating with all levels of the customers organization

• Proficient in verbal and written English skills

• Ability to pay strong attention to detail, exceptional organizational skills, and ability to multitask

• Computer proficiency in MS Office applications and other applications including billing systems and ERP systems