Railcar Customer Account Representative

Rescar, Inc. is the largest railcar repair and service provider in North America. Over the past 36 years, Rescar has developed a network of over 100 locations with a team over 1000 associates dedicated to providing mechanical repair, exterior painting, interior coating and cleaning services to our Fortune 500 customers. Rescar's benefits include medical, dental, profit sharing, 401K and optional life insurance.The Railcar Customer Account Representative will report to the Corporate Manager of Customer Service and is responsible for providing superior customer service to Rescar's top strategic customers. This role will focus on managing customer accounts, relationship building, providing accurate and timely information, and most importantly helping our customers achieve their strategic goals. The Railcar Customer Account Representative will deliver value-added solutions that maximize the value to our customers and Rescar.
The Railcar Customer Account Representative is responsible for, but not limited to:
- System data/information accuracy - Ongoing monitoring of Rescar Centralized Billing System tracking railcar status on assigned customer accounts to ensure that data is accurate and up-to-date. Ensure that all customer system requirements are documented and being met.- Resolution of pending railcars - Ongoing tracking and resolution of customer pending railcars in plant (i.e., railcars waiting customer information, approvals, decisions, etc).- Problem resolution - Effective resolution to customer complaints/disputes or servicing issues that arise.- Goal Tracking - Effective use of system reports to track and document customer and corporate measurement goals ( i.e., cycle time, estimated shipped date accuracy, customer specific measurement requirements, other tracking as assigned).- Customer Reporting - Timely generation of accurate and complete customer reports, as assigned.- Customer guidelines and requirements - Effective documentation and communication of customer requirements for assigned accounts.- Customer relations - Work with customer and Rescar locations to expedite priority cars through service centers, resolve service center/servicing issue, customer concerns, and ensure customer requirements are being met. Work with customer to define service requirements, effective monitoring tools, document billing requirements and AR resolution. As necessary, handle incoming Rescar CRM Department 800 number and website on-line shopping requests.- Communication - Effective communication both verbally and in writing to ensure that internal and external teams are aligned to deliver superior service and help the teams achieve strategic goals. Establish clear communications between assigned work teams, Rescar Senior Management, Location Management, Corporate Manager of Customer Service to fulfill all Rescar and customer requirements.- Problem Resolution - Keep Rescar Senior Management and Location Management aware of any problem areas upon their discovery and work with Location Management to resolve these problems. Establish tracking and monitoring of customer complaints.
REQUIREMENTS
- 5 years railcar industry work experience, rail fleet/logistics management, customer account/project management or related field.- 5 years experience using customer project management software systems & strong working knowledge of PC software (Word, Excel, Internet, Repair/Rail Systems, Billing Systems).
- Ability to clearly communicate both orally and in writing to resolve business issues. Excellent interpersonal skills that will build solid customer relationships.- Ability to understand and apply problem solving skills to seek continuous improvement in all work process and demonstrate track record of results.
- Ability to lead and motivate cross functional teams to achieve processes and business goals.- Ability to organize work and act independently to deliver results.- Ability to multitask & manage time effectively.E-mail Cover Letter, Resume, & Salary History to [Click here for email]; fax (630) 963-6949 or apply below. Please include job ID # 900-RCAR on your correspondence.Rescar, Inc is an equal opportunity employer