Customer Service Manager — Rail Logistics Leadership

Genesee & Wyoming Main; Eugene (OR); On-site; USD 90,000 - 125,000; Full time

Benefits offered by this job

Life Insurance

401(k) Retirement Plan

Paid Time Off

Tuition Reimbursement

On the Job Training

FSA & HSA

Job summary

Genesee & Wyoming Railroad Services, Inc. (GRSI) in Eugene, OR, is seeking a Manager, Customer Service to lead day-to-day department activities and supervise the team to deliver high-quality rail freight service.

The role requires strong leadership, deep TMS knowledge, and a customer-focused mindset to improve performance and maintain safety and compliance. Bachelor’s degree preferred with extensive supervisory experience.

Qualifications

• Five years of relevant work experience; prior supervisory experience preferred.
• High proficiency with TMS and other Wabtec software used in Customer Service.
• Proven customer focus and commitment to meeting the expectations and requirements of all internal and external customers.
• Excellent verbal and written communication skills.
• Prior experience with conducting effective conflict resolution.
• Strong analytical and problem-solving skills.
• Team player with strong leadership and performance management skills.
• Demonstrated commitment to Company Core Purpose, Core Values, and policies and procedures.

Responsibilities

• Directly supervise, coach, and develop supervisors and specialists while managing day-to-day activities of the department.
• Maintain an expert level of understanding regarding company ethics, policies, and procedures to ensure they are successfully followed.
• Ensure Regional Supervisors are properly equipped and trained to oversee the execution of the customer’s purchase of rail freight transportation.
• Ensure successful communication and knowledge sharing occurs between Customer Service, Marketing, Transportation, and all other applicable departments and entities.
• Oversee Customer Service’s performance to grow relationships with customers and provide world-class service.
• Identify training and developmental needs and drive trainings to improve performance.

Skills

Leadership

Team Management

Customer focus

Verbal & written communication

Problem solving

TMS experience

Wabtec software experience

Education

Bachelor’s degree

Tools

TMS software

Wabtec software

Job description

Genesee & Wyoming Railroad Services, Inc. (GRSI) in Eugene, OR, is seeking a Manager, Customer Service to lead day-to-day department activities and supervise the team to deliver high-quality rail freight service.

The role requires strong leadership, deep TMS knowledge, and a customer-focused mindset to improve performance and maintain safety and compliance. Bachelor’s degree preferred with extensive supervisory experience.