Position Summary:

Under the direction of the Rail Services Supervisor, this role provides exceptional operational support and services for our customers using IntelliTrans' transportation management systems. Rail Duties and Responsibilities Monitors, expedites, gathers, and inputs transit information on rail shipments in IntelliTrans' tracking system. Research and resolve customer cars that are missing sightings, idle, bad ordered delayed, held, or embargoed cars by working with vendors to provide accurate trip plans or opening service logs with vendors as needed. Researches and obtains correct loaded billing on customer's rail cars as needed and uploads into software platform. Prepares and sends diversion letters and advance bills to railroads and provides proper follow-up to ensure accuracy. Ensures that the customer Bill of Lading (BOL) is processed in IntelliTrans systems and transmitted to railroads. General Customer Service Duties & Responsibilities Investigate, resolve, and respond to customer issues & inquiries via phone and email. Recommend and participate in business improvement projects to reduce freight costs and improve transportation functions. Prepares daily/weekly/monthly reports (internal and customer) as required. Looks for efficiencies and utilizes data to recommend system enhancements, process improvements and potential solutions for customers. Collaborates with vendors, account managers, helpdesk, and other customer support specialists to investigate and resolve customer issues. Provide customer support for customers after hours, weekends, holidays, in emergencies or as needed. Other duties as needed and assigned.

POSITION QUALIFICATIONS

Education:

Bachelor's degree from four-year college or university (or equivalent experience) preferred.

Experience:

1+ year of Rail Logistics experience preferred but not required.

Skills/Technical:

Ability to work independently while meeting internal and external deadlines and milestones. Intermediate Excel and MS Office suite skills. Proficient business writing and speaking skills, with a strong desire to exceed overall expectations. Self-directed; acts with a sense of urgency in addressing customer needs/issues proactively. Expertise in troubleshooting and customer support.

Strong customer interfacing skills:

ability to build customer relationships. Ability to thrive in a fast-paced environment and handle multiple tasks. Excellent problem-solving skills. Strong planning, scheduling, organization skills Drive towards achievement in meeting goals and exceeding customer expectations

Desired Skills:

Understanding of rail freight movement Understanding of Bill of Lading, diversions, yard operations, and day-to-day freight movement Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities 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.