Customer Service Representative II

Job Description

Job Description

Job Description

It’s not just about your career or job title… It’s about who you are and the impact you will make on the world. Because whether it’s for each other or our customers, we put People First. When our people come together, we Expand the Possible and continuously look for ways to improve what we create and how we do it. If you are constantly striving to grow, you’re in good company. We are revolutionizing the way the world moves for future generations, and we want someone who is ready to move with us.

Who are we?

Wabtec Corporation is a leading global provider of equipment, systems, digital solutions, and value-added services for freight and transit rail as well as the mining, marine, and industrial markets. Drawing on nearly four centuries of collective experience across Wabtec, GE Transportation, and Faiveley Transport, the company has grown to become One Wabtec, with unmatched digital expertise, technological innovation, and world-class manufacturing and services, enabling the digital-rail-and-transit ecosystems. Wabtec is focused on performance that drives progress and unlocks our customers’ potential by delivering innovative and lasting transportation solutions that move and improve the world. We are lifelong learners obsessed with making things better to drive exceptional results. Wabtec has approximately 30K employees in facilities throughout the world. Visit our website to learn more!

How will you make a difference?

Like a CSR (Customer Service Representative) I, a CSR II provides the same core customer service support to the organization by responding to customer inquiries about product, price and lead time; accepts, verifies, enters and confirms customer orders; may process warranty and/or return orders and related reimbursements. A CSR II is expected to work productively even in the absence of a supervisor or manager.  Employees in this class may be called upon to resolve difficult, sensitive or more complex functions with little supervisory input.  Work is normally reviewed only on completion and for overall results.

What do we want to know about you?

· Associate’s degree or equivalent, with a minimum of three to five years’ progressive customer service experience.

· Familiarity with using MS office applications including working ability to integrate Excel usage into processes and low-level analytics.

What will your typical day look like?

· Receives, processes and verify the accuracy of orders from customers utilizing VBI’s Oracle system and customer purchase orders using reconciliations from customer open order reports. Ensure all orders are captured and aligned with quantities pricing, and scheduled dates are aligned with need by dates.

· Knowledgeable and able to process Commercial, International and Transit & Bus/Relay orders.  Understands and able to execute the documentation process for these types of orders.

· Initiates required action for response to customer service requests for order changes and order disruptions, including the maintenance of order/customer information files and timely communication of changes with required detail to the appropriate personnel/departments.

· Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem and most appropriate solution; following up to ensure resolution.

· Onboard and Trains new CSR hires including but not limited to Oracle navigation, all order type processing, navigation of interdepartmental assignments.

· Responsible for transactional supplemental documentation including processes for obtaining Buy America certificates, USCMCA submissions, commercial invoicing.

· Ensures and provides gold standard quality service to both internal and external customers.

You may also be asked to perform other duties outside of your function or trade, for which adequate training will be provided if necessary.

Wabtec will only employ those who are legally authorized to work in the U.S. for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable) and fitness for duty test (as applicable).

Our Commitment to Embrace Diversity:

Wabtec is a global company that invests not just in our products, but also our people by embracing diversity and inclusion. We care about our relationships with our employees and take pride in celebrating the variety of experiences, expertise, and backgrounds that bring us together. At Wabtec, we aspire to create a place where we all belong and where diversity is welcomed and appreciated.

To fulfill that commitment, we rely on a culture of leadership, diversity, and inclusion. We aim to employ the world’s brightest minds to help us create a limitless source of ideas and opportunities. We have created a space where everyone is given the opportunity to contribute based on their individual experiences and perspectives and recognize that these differences and diverse perspectives make us better.

We believe in hiring talented people of varied backgrounds, experiences, and styles… People like you! Wabtec Corporation is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or protected Veteran status. If you have a disability or special need for accommodation, please let us know.

Our job titles may span more than one career level. The hourly rate for this role is currently $24.00-$27.00. The actual salary offered to a candidate may be influenced by a variety of factors, such as: training, transferable skills, work experience, education, business needs, market demands and work location. The base pay range is subject to change and may be modified in the future. More information on offered benefits, which include health, welfare, and retirement, are available at mywabtecbenefits.com. Other benefit offerings for this role may include annual bonus, if eligible.

What could you accomplish in a place that puts People First?

At Wabtec, it’s not just about a job - it’s about the impact you make. When our people come together, we’re Expanding the Possible by continuously improving what we do and how we do it - for our clients and each other.

If you’re ready to revolutionize how the world moves for future generations, Wabtec is the place for you.

Who are we?

Wabtec is a leading global provider of equipment, systems, digital solutions, and value-added services for the freight and transit rail sectors. Drawing on more than 150 years of experience, we are leading the way in safety, efficiency, reliability, innovation, and productivity. Whether it’s freight, transit, ports, logistics, mining, industrial, or marine, our expertise, technologies, and people together – are accelerating the future of transportation. With roots that date back to George Westinghouse, Thomas Edison, and Louis Faiveley, Wabtec has always built technologies and implemented solutions for a variety of sectors that are critical to meeting the needs of customers and governments alike.

Our global team of about 30,000 employees worldwide delivers performance that moves the world forward. We’re lifelong learners, obsessed with better. Learn more at

Culture powers us and the possibilities.

We believe the best ideas come from a mix of experiences and backgrounds. At Wabtec, we strive every day to create a place where everyone belongs. We’re building a culture where leadership, inclusion and your unique perspective fuel progress.

We’re proud to be an Equal Opportunity Employer. We welcome talent of all backgrounds, experiences, and identities, including race, gender, age, disability, veteran status and more.

Need accommodation? Just let us know - we’ve got you.