Customer Service Rep. (CERR)

Jaguar Transport Holdings; Gastonia, Northern (NC, KY); Hybrid; USD 36,000 - 48,000; Full time

Job summary

Jaguar Transport Holdings LLC is seeking a Customer Service Representative to support the Charlotte Western Railroad Team. The role acts as the liaison between customers and operations, ensuring accurate invoicing, timely responses, and proactive communication of service changes.

Responsibilities include handling inquiries across channels, interpreting tariffs and pricing, coordinating with the operations team, and maintaining precise records in the WMS system to ensure revenue integrity.

Qualifications

• 1–3 years of related experience or training.
• Proficiency with Microsoft 365 apps (Outlook, Excel, Word).
• Ability to read and interpret tariffs and contracts.
• Strong communication and teamwork skills.
• Work effectively in an office and warehousing environment.

Responsibilities

• Coordinate daily customer transactions related to provided services.
• Respond to customer inquiries promptly via phone, email, or fax.
• Review tariffs and contracts to determine revenue moves and applicable rates.
• Prepare and review invoices and maintain accurate documentation.
• Collaborate with Operations to relay customer needs and updates.
• Document customer activity in WMS and reporting systems.
• Analyze data to identify process improvements and profitability opportunities.
• Operate forklifts as required.

Skills

Customer Service

Communication

Microsoft Office

WMS

SAP

3PL WM

Invoicing

Tariffs

Education

High school diploma

Associate degree (preferred)

Tools

ERP systems

Job description

Jaguar Transport Holdings LLC is looking for a Customer Service Representative to join our Charlotte Western Railroad Team. At Jaguar we believe in a ONETEAM company culture and know that if we always focus on our team members and our customers, we will be the top service provider that our customers will continue to turn to. The Customer Service Representative will assist in the day-to-day link between our customers and our operations team.

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Essential Functions:

• Always maintain a level of integrity, positivity and professional attitude toward our customers, fellow team members, and the communities in which we serve.
• Gain an understanding of all the Jaguar Transport Holdings operations to better support the needs of the customer.
• Coordinate the daily business transactions of our customers as they relate to provided services.
• Responding promptly to customer inquiries through various channels such as phone calls, emails, fax etc.
• Develop and maintain dialogue with customers to understand their needs, directions, and special requirements. To include reviewing, interpreting tariff and contract pricing, determining revenue moves and assessment of proper rates and authorities.
• Work in conjunction with our Operation & Commercial team to provide the link between the customer and the Company in answering questions, resolving issues and provide proactive communication of day-to-day operations and any changes or modifications to our operation plan.
• Ensure systematic issues are researched and corrective actions are put in place to avoid future recurrences.
• Prepare and review all applicable invoices, receipts, and any other documentation, and recordkeeping accurately and timely as needed.
• Utilize a 3PL Warehouse Manager system to accurately and thoroughly document customer transactions.
• Maintain accurate records in WMS system for car movements, yard inventories, and other data as necessary.
• Audit WMS data to ensure the accurate billing for railcar movements and associated ancillary charges.
• Prepare and relay clear and precise customer commitments and operational instructions to operations.
• Review and/or apply revenue associated with all invoices produced including but not limited to freight, storage, demurrage, transload, contract switching, and various other railcar moves on a daily, weekly, bi-weekly, and monthly basis as well as prepare for invoicing.
• Ensure proper creation and entry (either manual or automated) of all invoices for corresponding billing periods. This includes correcting data and protecting the data’s integrity whenever errors are discovered.
• Consistently improve existing processes that will achieve improved customer satisfaction and improved profitability.
• Operating forklifts at any given time may be required.
• Individual must utilize process controls and information technology services to maximize the revenue and data integrity and increase efficiencies.
• Generate reports as needed.
• Other responsibilities may be assigned, as requested, or required.

Knowledge, Skills and Abilities:

An individual that has a customer focused approach in performing all tasks successfully and must have the following:

• Strong understanding of our company values and ability to embody them during their daily interactions with both their fellow team members and our customers.
• Ability to effectively communicate with all departments and levels of management within the organization with a strong positive team attitude.
• Desire to only provide reliable information and willingness to understand information to the absolute minute detail.
• Ability to work independently or as a team with a high degree of adaptability and organizational skills.
• Ability to read, interpret and write documents such as emails, memos, letters.
• Ability to create reports and write professional correspondence (internally and externally).
• Ability to speak effectively before groups of customers or team members of the organization.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in dynamic situations.
• Ability to use Microsoft programs proficiently, such as Excel, Outlook, Word, PowerPoint.
• Ability to use Wabtec, Outlook, and any other systems necessary to perform job functions. Training will be provided; however, individual is responsible for learning to proficiency.
• Read and interpret documents such as contracts, tariffs, and procedure manuals.
• Continuous improvement of errors through identification of root cause and resolution.
• Create positive ONETEAM culture atmosphere across all departments through developing long‑term relationships internally and externally.

Work Environment/Conditions:

The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this job in an office as well as warehousing environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

Required:One to three years related experience and/or training; or equivalent combination of education and experience

Required: Proficient within all Microsoft 360 products (Word, Excel, etc.)

Preferred: Associates Degree in related field (Business, Communications, Accounting, etc)

Preferred: SAP and/or 3PL Warehouse Manager experience