Customer Solutions Specialist

CSX Corporation; Jacksonville (FL); Presencial; USD 42.000 - 54.000; Jornada completa

Descripción de la vacante

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

Formación

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

Responsabilidades

• 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.

Conocimientos

Problem solving

Multi-tasking

Written communication

Verbal communication

Adaptability

Customer focus

Communication skills

Analytical thinking

Educación

Bachelor's Degree/4-year Degree

Herramientas

Microsoft Office

Salesforce

ShipCSX

CSX mainframe

Descripción del empleo

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.

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 elevate 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)