Customer Service Representative

Job Description

Job Description

Position summary:

The general purpose of this position is to work with customers to coordinate maintenance (repair, paint/coating, cleaning) services on railcars (e.g., tank, hopper, and other railcars) that agree with FRA, AAR, and customer requirements and Eagle Railcar service capabilities. Will provide superior customer service to plant customers and assist the plant in achieving service goals. This role will focus on building strong customer relationships by providing accurate and timely information to both internal and external customers to help our key customers and Eagle locations achieve their strategic and service goals.

Responsibilities:

Customer Relations

· Serve as the primary customer contact, answering customer questions and requests related to maintenance services performed on railcars. Will answer customer questions on technical information related to tank, hopper and other railcar repair, cleaning, and coating specifications and/or procedures.

· Explains railcar maintenance procedures that need to be done on railcars.

· Helps the customer schedule project work needed on railcars and establishes a clear communication plan between customer, plant management, and corporate customer service to ensure servicing requirements and scheduling commitments are being met.

· Ensures customer and Eagle database systems accurately reflect railcar maintenance status and dates.

· Work with the internal QA department to track and monitor customer complaints and ensure servicing issues are addressed in a timely manner.

Railcar Flow Management: Railcar Pre-Arrival Planning

· Before the railcar arrives at the plant, must define the work needed to be done on the railcar (e.g., scope of work and railcar maintenance requirements). Communicating with customers thoroughly defines the reason shopped and scope of work needed on railcars.

· Daily identifies railcars scheduled to come into plant for maintenance by reviewing railroad listing, customer sites and by receiving customer, owner, lessees, and Eagle corporate phone calls, emails, and faxes. Monitors en-route order dates and status and will follow up with customers on railcars that have not arrived within 30 days. Ensures that en-routes are entered into Eagle system.

· Using the Eagle service request form, obtains and documents necessary repairs and maintenance needed on the railcar to include critical information on cleaning, inspection, valve, interior coating, and exterior paint. Evaluates the service request from information gathered by customers to ensure that it is accurate and complete. Must gather additional information such as MSDS, Cleaning Certificate, Railcar Drawings and Shop Records, IO, and FMs that are required to service the railcar.

· Immediately follow up with the customer or Eagle corporate if needed information to service railcar is incomplete or not available during the initial notification.

· Prepares railcar file to ensure the plant has appropriate forms, documentation, drawings, and information to service railcar and stores in en-route cabinet until car arrives at plant.

Railcar Flow Management: Railcar Arrival

· Identifies railcars that have arrived in railroad hold yards through railroad listing and customer.

· Ensures railcar status has been updated in Eagle and Customer database systems.

· Creates and monitors daily reports on railroad hold cars and cars in immediate storage area. Coordinates with plant management and railroad to rotate (schedule) railcars out of hold yard and have delivered to plant.

· Identifies railcars that have arrived at the plant through daily inbound switch list and updates railcar status in Eagle and Customer database systems. Ensure dates and car status information is accurate and the same on both Eagle and customer database systems.

· Check UMLER (EMIS) or railroad website for last ABT date, wild wheels, and truck hunting detection. Print all regulated and customer program (FMs, IOs, etc.) requirements needed on railcar from customer database systems.

· Updates any changes to information on service request form, special instructions and other railcar service-related paperwork to the railcar file and delivers to the inspection department.

Railcar Flow Management: Monitoring Railcar Status

· Oversee administrative railcar status reporting to customers and participate in customer and plant status meetings.

· Utilizes Eagle and customer database system report functions to monitor and ensure customer requirements, throughput deadlines, and measurement goals are being met by location.

· Attends meetings with plant management and informs team of car arrivals, scope of work needed on railcars, customer specifications, customer approvals, estimated ship dates (ESDs) and promised out dates (PODs). Collects status updates on railcars that are currently being serviced in the shop from Plant Management. Ensures railcar status changes are updated and accurate in the Eagle system and in customer database systems.

· Ensures Inbound Inspection status is closed when all estimates are completed and sent to customers for approvals. Follows up with customers who have not responded to estimates within 5 days of submittal.

· Track and monitor special servicing projects that are in the plant to ensure commitments are being met.

· Proactively identify any possible production slowdowns on railcar services and project work that may prevent Eagle from meeting scheduled completion dates (ESDs and PODs). Communicates possible production slowdowns to plant management and is responsible for informing the customer on the resolutions and progress regarding their service orders. As needed, will escalate any issues at the plant level that interfere with ESDs, PODs, and customer service goals to corporate.

· Run exception reports to evaluate car status to include Waiting Shopping Instructions, Waiting Customer Approval, Waiting Customer Approval for Additional Cleaning, Waiting JIC

· Endorsement, Waiting Customer Additional or Revised Instructions, Waiting Customer Material, Waiting Material, and Waiting Customer Final Inspection / Decision.

· Using information from the exception reports goes to customer database systems and / or directly follows up with customer to get needed information and decisions to continue servicing the railcar.

· Attends and participates in customer conference calls reporting on car status / progress and addresses any customer questions.

Knowledge, Skills, and Abilities:

· Railcar Maintenance Knowledge - Knowledge of railcar repair, cleaning, and coating / painting procedures.

· Railcar Regulation Knowledge - Strong industry knowledge of AAR and FRA rules, and Tank Car Maintenance Regulations; Knowledge of current regulatory requirements (e.g., AAR MSRP, M-1002, Section C, Part III, HM201, SS-II, and SS-III inspections); Knowledge of FRA regulations, 49 CFR Parts 100–185 and 49 CFR Parts 210-232.

· General NDT Knowledge - General Knowledge of NDT process (e.g., VT, BLT, PT, MT, UTT) and how they apply railcar maintenance procedures.

· Customer Service Skills - Ability to build solid relationships with customers, answering customer questions, resolving complaints and addressing needs to meet or exceed customer expectations.

· Reading Skills - Ability to read and understand work instructions, repair service procedures and other technical manuals.

· Blueprint Reading Skills - Ability to interpret blueprints (machining and railcar).

· Problem Solving Skills - Ability to determine what is causing an error and deciding what to do about it.

· Results Oriented - Ability to complete tasks with a sense of urgency meeting time and efficiency goals.

· Communication Skills - Ability to communicate ideas / information in writing and through speech so that others will understand.

· Organizational Skills - Ability to organize work efficiently and act independently to deliver results.

· Time Management Skills - Ability to manage time effectively by completing multiple projects on time within a fast-paced environment.

· Safety - Knowledge of general safety practices and standards within a heavy industrial environment. Ability to understand and follow all safety rules, wear PPE required for job and focus on preventing safety incidents.

Regulations and Regulatory Requirements:

• Ability to read, interpret and follow PDS (Product Data Sheet) and SDS (Safety Data Sheets).
• Knowledge of general safety practices and standards within a heavy industrial environment. Ability to understand and follow all safety rules, wear PPE required for job and focus on preventing safety incidents.
• Ability to communicate ideas / information in writing and through speech so that others will understand.
• Proficiency in MS Office applications with the ability to learn proprietary database systems.

Work Environment / Conditions and Physical Demands:

• Candidate must be able to perform the following physical tasks
• Working around heavy moving equipment
• Work outdoors for extended periods, in extreme weather conditions.
• Work in confined spaces and at elevated heights.
• Climb, squat, bend, twist, and regularly lift up-to 50 pounds or more to accomplish work tasks.
• May require the use of a tight-fitting respirator; You must be appropriately clean-shaven per OSHA 29 CFR 1910.134, at all times.

Experience and Education:

• High School Diploma, general education degree (GED), or equivalent.

· 5 years’ experience in railcar maintenance planning and fleet management; or 5 years’ experience in railcar (Tank and Hopper) repair, railcar cleaning, railcar coating processes; or equivalent combination of education and experience.

· 5 years’ experience as a Customer Services Representative in an Industrial or Manufacturing Facility (preferred).

Eagle Railcar Services is a leading provider of railcar repair and maintenance solutions, serving customers across a nationwide network of facilities and field operations. With a strong commitment to safety, quality, and customer service, our teams work every day to ensure railcars move safely and efficiently across the country. We take pride in developing our people, delivering high-quality work, and supporting the essential industries that keep America moving.

Company Description

Eagle Railcar Services is a leading provider of railcar repair and maintenance solutions, serving customers across a nationwide network of facilities and field operations. With a strong commitment to safety, quality, and customer service, our teams work every day to ensure railcars move safely and efficiently across the country. We take pride in developing our people, delivering high-quality work, and supporting the essential industries that keep America moving.