Customer Solutions Advocate

CSX Corporation; Jacksonville (FL); On-site; USD 42,000 - 54,000; Full time

Job summary

CSX Corporation seeks a Customer Service professional to engage with customers, respond to questions about shipments, and serve as an advocate for service quality across CSX operations. You will document issues in Salesforce, coordinate resolutions with field managers, and provide timely updates to customers on actions taken and any service changes affecting them.

Applicants should have a Bachelor's degree and strong communication and problem-solving skills; the role may require working various

Qualifications

• Bachelor's degree required or 4-year degree.
• Strong communication and problem-solving abilities.
• Experience with customer service operations is preferred.

Responsibilities

• Respond to inbound inquiries from customers, interpreting car movement records and identifying problems.
• Document and coordinate resolution of service issues using Salesforce and collaborating with field teams.
• Provide timely information about actions being taken to resolve service issues.
• Communicate proactively with customers regarding curfews, holiday plans, derailments, and related events.
• Review service metrics and develop plans to address recurring problems.
• Coordinate with Service Design, Customer Accounting, and Sales on issues affecting customers.
• Miscellaneous activities as assigned by manager.

Skills

Problem solving

Multi-tasking

Written communication

Verbal communication

Adaptability

Customer focus

Communication skills

Analytical thinking

Education

Bachelor's Degree/4-year Degree

Tools

Microsoft Office

Salesforce

ShipCSX

CSX mainframe

Job description

CSX Corporation seeks a Customer Service professional to engage with customers, respond to questions about shipments, and serve as an advocate for service quality across CSX operations. You will document issues in Salesforce, coordinate resolutions with field managers, and provide timely updates to customers on actions taken and any service changes affecting them.

Applicants should have a Bachelor's degree and strong communication and problem-solving skills; the role may require working various