Experienced Customer Service Representative I – Railcar Maintenance Coordination

At blithequark, we're a leading freight rail services and transportation company, employing nearly 1,000 employees in over 100 locations across 33 states. Our extensive network of 18 large railcar repair facilities and more than 75 field services locations, combined with our rail services division operating three short line railroads and a dozen contract switching and transloading sites, makes us the largest railcar services network in the industry. As a Customer Service Representative I at blithequark, you'll play a vital role in working with internal and external customers to coordinate maintenance events on railcars that meet the requirements of the Federal Railroad Administration (FRA), the Association of American Railroads (AAR), customer needs, and our capabilities.If you're passionate about delivering exceptional customer service, have a keen eye for detail, and thrive in a fast-paced environment, we encourage you to apply for this exciting opportunity. Key Responsibilities:* Serve as the primary customer contact, answering questions and requests related to railcar maintenance services, and utilize our Quality Assurance (QA) team for assistance when needed. * Ensure customer expectations are communicated to our production team, and follow cars through the production process to support meeting customer expectations.* Maintain and communicate Customer Service Key Performance Indicators (KPIs) to our Plant Manager, as trained. * Evaluate enroute notifications from customers to ensure our shop has received the necessary information (e.g., Safety Data Sheets, cleaning certificates, drawings, shop instructions, shop records, etc.) to service railcars. * Prepare railcar files to ensure our shop has the required forms, documentation, drawings, and information to process and service railcars. * Train to key estimates in Railcar RX and have them reviewed for accuracy by a CSR II/III or Office Manager, QA.* Input and upload estimates, pursue customer approval, and finalize the review and close-out of car files by QA and then the Office Manager for invoicing. * Attend shop production meetings to update customers on car progress through production, changes in Pick-up/Delivery (POD) dates, etc. * Update all internal and external systems with the appropriate changes to car status. * Ensure all cars moving to production have a current POD, enter into Railcar RX, and any customer systems as required. * Maintain contact with our Purchasing team to note any information on material ETAs, status, or delays, and enter this information into Railcar RX and notify customers of extended lead times.* Review car status vs. POD, work with QA or the Shop Manager to determine if adjustments are needed, and enter these changes into both our system and the customer's system, or if no system is available, contact the customer to advise of the situation. * Process and update customer mechanical systems to avoid defects, missed updates, and records closing prior to being updated. * Provide daily, weekly, and monthly railcar status reports by utilizing computer systems, and prepare all customer updates for corporate reports as received.* Respond expeditiously to customer requests, emails, phone calls, etc. If you don't have an answer, make contact within 24 hours to advise the customer you're working on the issue. * Participate in customer-related conference calls as required, be prepared to have solid updates on any cars with upcoming or expiring PODs, material information, issues, etc. * Participate in customer visits, audits, etc., as required by our Plant Manager. * Maintain CSR department documentation requirements, work with QA to fully understand all car documentation and requirements for completed cars.Qualifications:* High School diploma required; some college preferred* Prior clerical and administrative experience required in a manufacturing or heavy industrial environment* 1-2 years of experience in railcar maintenance planning and fleet management preferred* Some industry knowledge of AAR, FRA rules, and Tank Regulations, SDS, and safety rules knowledge* Excellent verbal, written, and electronic communication skills while communicating with all levels of the customer's organization* Proficient in verbal and written English skills* Ability to pay strong attention to detail, exceptional organizational skills, and ability to multitask* Computer proficiency in MS Office applications and other applications, including billing systems and ERP systemsWhy Join blithequark?At blithequark, we offer a dynamic work environment, opportunities for career growth and development, and a comprehensive benefits package. Our team is passionate about delivering exceptional customer service, and we're committed to providing a safe and inclusive workplace. If you're a motivated and customer-focused individual looking for a new challenge, we encourage you to apply for this exciting opportunity. Compensation andBenefits:We offer a competitive salary, comprehensive benefits package, and opportunities for career growth and development.Our benefits package includes medical, dental, and vision insurance, 401(k) matching, paid time off, and more. If you're a motivated and customer-focused individual looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you! Equal Employment Opportunity:blithequark is an equal employment opportunity employer and welcomes applications from diverse candidates.We are committed to creating an inclusive and diverse workplace where everyone has the opportunity to succeed. Contact Information:For more information about this opportunity, please contact our HR department at. We look forward to hearing from you!