Rail Customer Service Manager: Lead & Develop Teams

Genesee & Wyoming Main Job Board; Eugene (OR); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Medical, Dental, Vision & Telehealth

Life Insurance

401(k) Retirement Plan

Paid Time Off

Job summary

Genesee & Wyoming Inc. is seeking a Manager, Customer Service in Eugene, OR to lead day-to-day operations and supervise supervisors and specialists.

You will ensure policy adherence, train regional supervisors, and coordinate across Marketing, Transportation and other departments to deliver exceptional customer service. The role emphasizes improving customer relationships, resolving conflicts, and mentoring staff while maintaining safety, quality and efficiency standards.

Qualifications

• Five years of relevant work experience; prior supervisory experience preferred.
• High proficiency with TMS and other Wabtec software used in Customer Service.
• Proven customer focus and commitment to meeting the expectations and requirements of all internal and external customers.
• Excellent verbal and written communication skills.
• Prior experience with conducting effective conflict resolution.
• Strong analytical and problem-solving skills.
• Team player with strong leadership and performance management skills.
• Demonstrated commitment to Company Core Purpose, Core Values, and policies and procedures.

Responsibilities

• Directly supervise, coach, and develop supervisors and specialists while managing day-to-day activities of the department.
• Maintain an expert level of understanding regarding company ethics, policies, and procedures to ensure they are successfully followed.
• Ensure Regional Supervisors are properly equipped and trained to oversee the execution of the customer’s purchase of rail freight transportation.
• Oversee Customer Service’s coordination with Marketing, Transportation and other departments.
• Oversee performance to grow relationships and provide world-class customer service.
• Handle conflict resolution and coaching per policy.
• Educate employees when processes change and discuss performance expectations.
• Identify training needs and drive development initiatives.
• Support employee career development.
• Plan and coordinate work, train, motivate, monitor and evaluate performance.
• Manage departmental performance measures and report to leadership.
• Balance quality, productivity, cost, safety and morale to achieve positive results.
• Serve as point person for communication with customers and service issues.
• Provide effective training in TMS.
• Implement policies, procedures, and projects as assigned.
• Understand railroad tariffs and ancillary charges.

Skills

TMS

Customer focus

Communication skills

Conflict resolution

Analytical thinking

Leadership

Policy compliance

Education

Bachelor’s degree

Tools

Wabtec software

Job description

Genesee & Wyoming Inc. is seeking a Manager, Customer Service in Eugene, OR to lead day-to-day operations and supervise supervisors and specialists.

You will ensure policy adherence, train regional supervisors, and coordinate across Marketing, Transportation and other departments to deliver exceptional customer service. The role emphasizes improving customer relationships, resolving conflicts, and mentoring staff while maintaining safety, quality and efficiency standards.