Customer Support Representative

Company Description The Wheeling is a leading regional freight rail network headquartered in Brewster, Ohio, operating more than 1,000 miles of track across the Midwest to connect industries with major North American rail markets. Built on the legacy of the historic Wheeling & Lake Erie Railroad, first established in 1877 and revived in 1990, the company has long supported industrial growth in the Ohio River Valley and Great Lakes region. Today, The Wheeling unifies a family of historic railroads, including Wheeling & Lake Erie Railway, Gary Railway, Union Railroad, Delray Connecting Railroad, Lake Terminal Railroad, Texas & Northern Railway, Fairfield Southern, East Ohio Valley Railroad, and Akron Barberton Cluster. As part of FTAI Infrastructure, The Wheeling combines operational excellence, strategic connectivity, and strong customer service while honoring its heritage. The organization is driven by a focus on safety, service, and innovation, delivering efficient freight transportation solutions that support the industries and communities it serves. Role Description The Customer Support Representative is a full-time, hybrid role based in Brewster, OH, with some work-from-home flexibility. This role is responsible for responding to customer inquiries via phone, email, and online channels, ensuring timely, accurate, and courteous support for shippers and partners across the rail network. Day-to-day tasks include resolving service issues, tracking shipments, updating customers on freight status, and coordinating with operations and dispatch teams to address service needs. The Customer Support Representative will document interactions in customer support systems, identify recurring issues, and elevate complex problems to the appropriate internal teams. This position also contributes to continuous improvement by sharing customer feedback, helping refine support processes, and maintaining high standards of safety, reliability, and service. Qualifications Demonstrated skills in Customer Support and Customer Service, with a commitment to building positive, professional relationships. Ability to drive Customer Satisfaction through proactive communication, follow-up, and problem ownership. Strong Communication skills, including clear verbal and written communication and active listening. Troubleshooting abilities to diagnose service issues, gather relevant information, and coordinate effective resolutions. Previous experience in a customer-facing or support role, preferably in transportation, logistics, or a related industry. Comfort using computer systems, CRM or ticketing tools, and standard office applications. Strong organizational skills, attention to detail, and the ability to manage multiple inquiries in a fast-paced environment. High level of reliability and professionalism, with a focus on safety and adherence to company policies. Ability to work onsite in Brewster, OH with flexibility for hybrid work arrangements as business needs allow. #J-18808-Ljbffr The Wheeling