At arenaflex, we're a leading freight rail services and transportation company, employing nearly 1,000 employees in over 100 locations across 33 states. Our extensive network encompasses 18 large railcar repair facilities, more than 75 field services locations, and a rail services division operating three short line railroads and a dozen contract switching and transloading sites. We're committed to delivering exceptional customer experiences and maintaining the highest standards of quality and safety in the industry.
As an Experienced Customer Service Representative I at arenaflex, you'll play a vital role in coordinating railcar maintenance events that meet the requirements of our internal and external customers. You'll work closely with our production team to ensure seamless communication and timely completion of projects. If you're passionate about delivering outstanding customer service, possess excellent communication skills, and have experience in railcar maintenance planning and fleet management, we encourage you to apply for this exciting opportunity.
**Key Responsibilities:**
* Serve as the primary customer contact, answering questions and requests related to railcar maintenance services, and utilizing QA for assistance when needed.
* Ensure customer expectations are communicated to the production team, and follow cars through the production process to support meeting customer expectations.
* Maintain Customer Service KPIs and communicate to the Plant Manager as trained.
* Evaluate enroute notifications from customers to ensure the shop has received the necessary information to service railcars, working with QA to learn and understand all required documents.
* Prepare railcar files to ensure the shop has the necessary forms, documentation, drawings, and information to process and service railcars.
* Train to key estimates in Railcar RX and have reviewed for accuracy by CSR II/III or Office Manager, QA.
* Input and upload estimates, pursue customer approval, and finalize the car file by QA and then the Office Manager for invoicing.
* Attend shop production meetings to update customers on car 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 note any information on material ETAs, status, or delays, entering this information into Railcar RX and notifying customers of extended lead times.
* Review car status vs POD, work with QA or Shop Manager to determine if adjustments are needed, and enter into both our system and the customers' system, or if no system, contact the customer to advise of the situation.
* 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, and prepare all customer updates for corporate reports as received.
* Respond expeditiously to customer requests, emails, phone calls, etc., making contact within 24 hours if you don't have an answer.
* Participate in customer-related conference calls as required, being prepared to have solid updates on any cars with upcoming or expiring PODs, material info, issues, etc.
* Participate in customer visits, audits, etc., as required by the Plant Manager.
* Maintain CSR department documentation requirements, working with QA to fully understand all car documentation and requirements for completed cars.
**Qualifications:**
* High School diploma required; some college preferred
* Prior clerical and administrative experience required in a manufacturing or heavy industrial environment
* 1-2 years of 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 customer's 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
**Why Join arenaflex?**
At arenaflex, we're committed to providing a supportive and inclusive work environment that fosters growth and development. As a valued member of our team, you'll enjoy:
* Competitive compensation and benefits package
* Opportunities for career growth and professional development
* Collaborative and dynamic work environment
* Recognition and rewards for outstanding performance
* Comprehensive training and onboarding program
* Access to cutting-edge technology and tools
* Flexible work arrangements and work-life balance
**How to Apply:**
If you're a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our website. We look forward to reviewing your application and discussing this opportunity further.
**Equal Employment Opportunity:**
arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity, equity, and inclusion.
**Contact Information:**
For more information about this opportunity or to discuss your application, please contact our HR department at [insert contact information].
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