Customer Success & Resolution 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

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