Customer Solutions Specialist

CSX; Jacksonville (FL); On-site; USD 55,000 - 75,000; Full time

Job summary

CSX, based in Jacksonville, FL, seeks a proactive Customer Service Liaison to respond to customer questions about shipments and CSX services. You will act as a customer advocate, research issues, and monitor progress, coordinating with field teams and business partners to resolve problems.

You will document service issues, provide written and oral responses, and communicate tactical plan changes to key customers with accuracy and clarity, supporting CSX’s commitment to reliable transport

Qualifications

• Bachelor's Degree/4-year Degree required or equivalent.
• Less than 1 year of experience in Customer Service or related areas.
• 1+ years in Project Management or Customer Service is preferred.

Responsibilities

• Respond to inbound inquiries from customers regarding shipments and CSX service.
• Document and coordinate resolution of service issues with Salesforce and field teams.
• Escalate recurring service issues to appropriate stakeholders when needed.
• Provide timely information on actions taken to resolve service issues to customers.
• Proactively communicate curfews, holidays, derailments, and other plan changes to customers.
• Review service metrics for key accounts and develop plans to address recurring problems.
• Coordinate with Service Design, Customer Accounting, and Sales on issues affecting customers.
• Perform miscellaneous activities as assigned by manager.

Skills

MS Office

CSX Mainframe

Salesforce

ShipCSX system

CSX operations

Problem solving

Multi-tasking

Written/oral comms

Interpreting cues

Adaptability

Education

Bachelor's Degree/4-year Degree

Job description

JOB DESCRIPTION

Interacts with CSX customers, responding to questions/concerns about shipments and the service CSX is providing. Serves as customer advocate within the organization. Researches and resolves customer issues and monitors progress. Communicates progress on service recovery and problem resolution to appropriate CSX business partners and the customer proactively. Documents service issues and provides written and oral responses to customers. Communicates tactical service plan changes to key and assigned customers ensuring the impact of changes are accurately and appropriately communicated.

Job Summary

Interacts with CSX customers, responding to questions/concerns about shipments and the service CSX is providing. Serves as customer advocate within the organization. Researches and resolves customer issues and monitors progress. Communicates progress on service recovery and problem resolution to appropriate CSX business partners and the customer proactively. Documents service issues and provides written and oral responses to customers. Communicates tactical service plan changes to key and assigned customers ensuring the impact of changes are accurately and appropriately communicated.

JOB DESCRIPTION

Interacts with CSX customers, responding to questions/concerns about shipments and the service CSX is providing. Serves as customer advocate within the organization. Researches and resolves customer issues and monitors progress. Communicates progress on service recovery and problem resolution to appropriate CSX business partners and the customer proactively. Documents service issues and provides written and oral responses to customers. Communicates tactical service plan changes to key and assigned customers ensuring the impact of changes are accurately and appropriately communicated.

Primary Activities And Responsibilities

• Respond to inbound web inquiries and phone calls from customers, interpreting car movement records and identifying problems.
• Document and coordinate the resolution of service issues utilizing Salesforce and working with Customer Service field managers, field operations, and others to **escalate recurring service issues.**
• Provide consistent and timely information to customers regarding the actions being taken to resolve service issues.
• Communicate with assigned or key customers regarding curfews, holiday plans, derailments, etc. in a proactive manner.
• Review service metrics for assigned or key accounts and develop comprehensive plans to address recurring service problems.
• Coordinate/communicate with Service Design, Customer Accounting, and Sales and Marketing on issues affecting assigned or key customers.
• Miscellaneous activities and responsibilities as assigned by manager

Minimum Qualifications

• Bachelor's Degree/4-year Degree
• Less than 1 year of experience in Customer Service, Customer Accounting, Customer Service Operations

Preferred Qualifications

• Bachelor's Degree/4-year Degree
• 1 or more years of experience in Project Management, Customer Service, Customer Accounting, Customer Service Operations dept.

Knowledge And Skills

• Microsoft Office skills (including Outlook, Word, and Excel)
• CSX Mainframe systems
• Knowledge of Salesforce
• Knowledge of ShipCSX electronic railroad shipment, placement, and tracking system
• Knowledge of CSX operating divisions and general operations
• Problem-solving skills
• Ability to multi-task and shift focus from one activity to another without impacting the quality of the work
• Written and oral communication skills
• Skill in interpreting non-verbal cues and in identifying underlying concerns and motivations
• Ability to be flexible and open to new ideas and change

Leadership

The CSX Leadership Model is the foundation of our Talent Strategy and is what drives CSX performance. CSX accordingly selects and develops talent based on each of the following: producing results, creating change, and inspiring excellence.

Job Requirements

• Different shifts as assigned in a 24 hour/7 days a week operation (incl working weekends)

About Us

CSX is passionate about building a workforce that reflects the values and behaviors of ONE CSX. We are nationally recognized for our commitment to diversity and engagement, as well as our support for veterans and reservists. CSX, based in Jacksonville, Florida, is a premier transportation company. It provides rail, intermodal and rail-to-truck transload services and solutions to customers across a broad array of markets, including energy, industrial, construction, agricultural, and consumer products. For nearly 200 years, CSX has played a critical role in the nation's economic expansion and industrial development. Its network connects every major metropolitan area in the eastern United States, where nearly two-thirds of the nation's population resides. It also links more than 230 short-line railroads and more than 70 ocean, river and lake ports with major population centers and farming towns alike. More information about CSX Corporation and its subsidiaries is available at www.csx.com. Connect with us on Facebook X LinkedIn Instagram YouTube

Closing Statement

At CSX, two of our six Guiding Principles are Valuing and Developing Employees as well as Operating Safely. We are committed to offering our team members the most competitive compensation and benefits package available, unlimited opportunities for development and growth throughout an exciting and rewarding career, and the safest work environment possible.

CSX is an Equal Opportunity Employer Veterans/Disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Click here to view the EEO is Law poster.

CSX Transportation and its subsidiaries are not seeking outside assistance or accepting unsolicited resumes from staffing agencies or search firms for employment or contractor opportunities. Any resumes submitted by an outside vendor to any employee at CSX via e-mail, Internet, or directly to hiring managers without a valid written search agreement in place with the Talent Acquisition / HR department will be deemed the sole property of CSX. No placement fee will be paid in the event a candidate is hired as a result of the referral, or through other means.

This role offers an annual salary range based on experience and qualifications. In addition to base salary we provide an annual bonus opportunity.

At CSX, we prioritize valuing and developing employees, as well as operating safely. We are committed to offering our team members competitive compensation, a comprehensive benefits package, and unlimited growth opportunities. Our benefits support financial, physical, emotional, and social well-being, with health plans, wellness programs, and customizable coverage options. Learn more about our benefits here .