Manager, Customer Service

Company / Benefits Overview:

Are you ready to build a rewarding career in the railroad industry? Join the Genesee & Wyoming Inc. (G&W) team — part of a legacy that is over 125 years old. With a network of 100+ individual freight railroads and 4,000 employees across North America, we provide transportation and logistics services to more than 2,000 customers.

At G&W, we live by our Core Values: Safety, Service, Integrity, Respect, Transparency, Accountability, Innovation and Excellence. We offer competitive pay, a comprehensive benefits package, and paid training to help you succeed. Check out some of our great benefits below:


Medical, Dental, Vision & Telehealth

Life Insurance

Optional benefit coverages for Accident, Critical Illness, Hospital, ID Theft & Life Insurance

Flexible Spending & Health Savings account plans

Employee Assistance Program

401(k) Retirement Plan

On the Job Training

Paid Time Off

Tuition Reimbursement

And more!

* Benefits are subject to change

Explore your future with G&W today and learn more about the opportunities to grow across our organization!

Job Summary:

The Manager, Customer Service, manages the day-to-day activities of the department and carries out supervisory responsibilities and initiatives in accordance with the organization’s policies, applicable laws, and support of internal and external customers.

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. As well as overseeing the successful coordination of all aspects of the customer’s service and communication with customers.
• Ensure successful communication and knowledge sharing occurs between Customer Service, Marketing, Transportation, and all other applicable departments and entities.
• Oversee Customer Service’s performance to ensure the Customer Service team is growing relationships with our customers. Consistently and proactively focusing on helping the customer’s business to succeed and providing world class customer service to our external and internal customers.
• Ensure conflict resolution, discipline, coaching and mentoring of employees is successfully occurring at a departmental level, per company guidelines.
• Act as an educator when employees and team members are new; processes or conditions change and when discussing performance expectations.
• Identify training and developmental needs. Driving training initiatives that enhance employees’ skills, performance, productivity, and quality of work.
• Support employee career development.
• Plan and coordinate work, train, motivate, monitor and evaluate performance of direct reports and others who assist with supporting team objectives.
• Manage departmental performance measures and provide updates to department leadership.
• Balance quality, productivity, cost, safety and morale to achieve positive results.
• Point person for all communication to and from customer regarding service; key contact for all service performance issues.
• Demonstrate ability to provide effective training in TMS.
• Effectively implement policies, procedures, and projects as assigned.
• Knowledge of special ancillary charge agreements between Marketing and our customers. Maintain a strong understanding of railroad tariffs and agreements.
• Grow relationship with the customer, focusing on how to help their business to succeed as the means to ensure the success of our rail roads.
• Take ownership of solving customer problems and developing opportunities to add value to our service to increase our profitability.
• Exhibit sense of urgency and communicate to Marketing personnel all customer initiatives.
• Actively engage and ensure employee compliance with company safety rules and policies.
• Cover other shifts in the event of vacations, illness, etc.
• Other duties as assigned.

Required Skills

• 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.

Required Education and Credentials :

• Bachelor’s degree preferred; or equivalent combination of education and relevant experience.

Employment Requirements:

• Pre-employment physical, hearing, and vision medical review
• May be subject to federally mandated drug and alcohol testing including pre-employment drug screening
• Background screening including conflict of interest, criminal, and motor vehicle driving history

Relocation :

Must live within 50 miles of assigned location or be willing to relocate. Relocation assistance available for this position.

This position is employed by the specific entity set forth in the job posting.

Genesee & Wyoming and its subsidiary companies do not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or any other protected status under federal, state or local laws.

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.