Customer Service Representative

Job Title Serve as a primary point of contact for railroad customers, delivering timely, accurate, and professional support related to service, billing, and traffic inquiries. Monitor and update train crew activities, railcar movements, and status changes in the RMI system to ensure customers receive current and reliable information. Accurately enter and maintain customer billing and crew work data to support seamless service delivery and invoicing. Communicate proactively with customers via phone and email to notify them of service updates, schedule changes, and shipment status. Trace railcars both on and off Patriot Rail properties to promptly resolve customer questions and concerns. Coordinate and communicate customer requirements clearly with local operating personnel to ensure service expectations are met. Maintain frequent, professional communication with Class I railroad partners to support customer service needs and resolve issues efficiently. Respond to incoming emergency calls with urgency and professionalism, taking appropriate action in accordance with company policies and FRA requirements while keeping customer impact top of mind. Process customer bills of lading accurately and on time to ensure proper shipment and minimize service disruptions. Create and manage Repetitive Waybill Codes (RWCs) and customer billing patterns within online portals based on customer-provided information and internal guidance. Maintain accurate customer, billing, and operational data by performing scheduled updates to RMI master tables, RVP/eBOL portals, and customer service files in Microsoft Teams. Demonstrate strong interpersonal skills and the ability to effectively support customers and partners across diverse geographic regions. Uphold all company safety standards and industry regulations while delivering high-quality customer service. Perform additional duties as assigned to support customer satisfaction and operational efficiency. Qualifications Strong written and verbal communication skills with the ability to interact professionally with customers and internal teams. Ability to manage multiple tasks efficiently while maintaining accuracy and attention to detail. Strong problem-solving skills and the ability to think through issues and identify solutions, as well as managing time effectively. Ability to work independently and collaboratively in a team environment. Demonstrated accountability, including ownership of decisions and outcomes. Proficiency with computers and standard office software (Microsoft Word, Excel, Outlook, AI, and similar tools). Self-motivated with the ability to work effectively in a structured, shift-based environment. Additional Preferred Skills & Requirements Experience in customer service, operations support, logistics, or transportation environments. Rail and/or Intermodal background preferred. Familiarity with railroad systems or online portals used for billing, tracking, or service coordination (Such as RailConnect, Railinc and Steelroads). Experience supporting time-sensitive operations or service schedules. Bilingual is a plus. Must successfully complete all required pre-employment assessments and background screening. May be subject to a post-offer medical examination, including drug screening and physical capability testing, as applicable. Must adhere to attendance and availability requirements, including timely reporting to work and remaining on duty until properly relieved by the next shift. Typical workday consists of an eight-hour shift; breaks are taken at or near the workstation to maintain availability for incoming calls. Candidates must be able to work on-site at our headquarters office location. Less than 5% travel. Physical & Work Environment Requirements Primarily office-based position in a climate-controlled environment. Requires extended periods of sitting and frequent computer and phone use. May occasionally require standing, walking, bending, reaching, or lifting to 35 pounds max. Education Associate's degree or some college education preferred. Licenses Valid state-issued driver's license. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.