Customer Service Representative

 

Who We Are:

Transco Railway Products, Inc. has been the leader in providing railcar maintenance and services to the railcar industry. We have earned the reputation for honesty, integrity, and superior quality which has allowed us to establish a committed customer base. Transco is part of Marmon - a strong, growing, global organization that consists of more than 100 autonomous manufacturing and service companies.

Job Summary:

The Customer Service Representative (CSR) reports to the Vice President of Sales and to works with internal and external customers to coordinate maintenance (repair, paint/coating, cleaning) events on railcars (e.g. tank, hopper, and other freight cars). The position will work closely with the sales and operations departments to ensure first rate customer service. The CSR is responsible for servicing all client's administrative and railcar maintenance needs by acting as a point of contact for a large railcar repair network. This position is accountable for developing and maintaining excellent customer relationships.

Job Responsibilities:

• Always meets or exceeds internal and external customer expectations developing and maintaining excellent customer relationships.
• Clearly communicate to the customer pertinent information regarding their railcars throughout the repair shopping event with support from the Repair Facilities and Mechanical Operations.
• Act as a customer advocate within Transco to facilitate problem resolution. Must ascertain the urgency and sensitivity of a customer’s requests to determine the appropriate course of action. Follow up until resolution while keeping the customer aware of the status.
• Serves as a primary contact while answering customer questions and requests related to service on railcar maintenance
• Contribute ideas for process improvement.
• Update all internal and external systems with the appropriate changes to car status

Required/Preferred Skills:

• Bachelor’s degree in business is strongly preferred
• Effective verbal and written communication skills including the ability to produce professional documents, emails, and presentations that are concise, persuasive, and informative
• Strong Microsoft Office skills including charting, graphing, and analysis functions in Excel, advanced level user of Word to create documentation, policy, procedures, and shared resources, and the generation of compelling training and communications in PowerPoint
• Must be well organized, responsible, self-motivated
• Two + years of experience in customer service, rail leasing, and/or shipping environment with process responsibilities
• Solid time management skills as multiple customer projects will occur in parallel
• Superior work ethic and demonstrated integrity
• Industry knowledge of AAR, FRA rules and Tank Regulations; Safety Rules and MSDS knowledge

What We Offer:

Transco strives to be the Employer of Choice. Our generous benefits package includes:

• Benefits on Day 1
• Medical/Dental/Vision with first in class vendors
• Health Savings Account
• Flexible Spending Account (Medical and Dependent Care)
• Company Paid Benefits: Short Term Disability, Long Term Disability, Life Insurance
• Employee Assistance Program
• 4 weeks of Paid Parental Leave
• Vacation Benefits
• 401k with generous company match and additional employer annual contribution

Don’t worry if you think that you do not meet all the qualifications. The tools, technology, and methodologies we use are constantly changing and we value talent and interest over specific experience.

It is the policy of Transco to provide equal employment opportunities to all qualified persons, and to recruit, hire, train, promote, and compensate persons in all job without regard to race, color, religion, sex, national origin, disability, or sexual orientation, gender identify, protected veteran status or any other protected characteristic protected by the law.