Experienced Customer Service Representative I – Railcar Maintenance Coordination

At arenaflex, 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 encompasses 18 large railcar repair facilities, more than 75 field services locations, and a rail services division operating three short line railroads and a dozen contract switching and transloading sites. We're committed to delivering exceptional customer experiences, and we're seeking an experienced Customer Service Representative I to join our team at our Lynchburg Tank Shop in Lynchburg, VA.

About arenaflex

arenaflex is a dynamic and innovative company that prides itself on its commitment to customer satisfaction, operational excellence, and employee development. Our company culture values teamwork, open communication, and continuous learning, creating a collaborative and supportive work environment. As a Customer Service Representative I, you'll be an integral part of our team, working closely with internal and external customers to coordinate railcar maintenance events that meet the requirements of the Federal Railroad Administration (FRA), the Association of American Railroads (AAR), and our customers.

Key Responsibilities

As a Customer Service Representative I, your primary responsibilities will include:

• Serves as the primary customer contact, answering customer questions and requests related to railcar maintenance services, and utilizing Quality Assurance (QA) for assistance when needed.
• Ensures customer expectations are communicated to the production team, follows cars through the production process to support meeting customer expectations.
• Maintains Customer Service Key Performance Indicators (KPIs) and communicates with the Plant Manager as trained.
• Evaluates enroute notifications from customers, ensuring the shop has received the necessary information to service railcars, and works with QA to understand all required documents.
• Prepares railcar files to ensure the shop has the necessary forms, documentation, drawings, and information to process and service railcars.
• Trains to key estimates in Railcar RX, reviews for accuracy, and inputs and uploads estimates for customer approval.
• Attends shop production meetings to update customers on car progress, changes in Pick-Up/Delivery (POD) dates, and other relevant information.
• Updates all internal and external systems with the appropriate changes to car status.
• Ensures all cars moving to production have a current POD, enters into Railcar RX, and notifies customers of extended lead times.
• Reviews car status vs POD, works with QA or Shop Manager to determine if adjustments are needed, and enters into both our system and the customer's system.
• Processes and updates customer mechanical systems to avoid defects, missed updates, and records closing prior to being updated.
• Provides daily, weekly, and monthly railcar status reports using computer systems and prepares customer updates for corporate reports as received.
• Responds expeditiously to customer requests, emails, phone calls, and other forms of communication, and makes contact within 24 hours if an answer is not available.
• Participates in customer-related conference calls, prepares solid updates on cars with upcoming or expiring PODs, material information, issues, and other relevant topics.
• Participates in customer visits, audits, and other activities as required by the Plant Manager.
• Maintains CSR department documentation requirements, works with QA to fully understand all car documentation and requirements for completed cars.

Essential Qualifications

To be successful in this role, you'll need:

• A High School diploma, with some college preferred
• Prior clerical and administrative experience in a manufacturing or heavy industrial environment
• 1-2 years of experience in railcar maintenance planning and fleet management, preferably in the railcar industry
• Industry knowledge of AAR, FRA rules, and Tank Regulations, as well as SDS and safety rules knowledge
• Excellent verbal, written, and electronic communication skills, with the ability to communicate with all levels of the customer's organization
• Proficient in verbal and written English skills
• Strong attention to detail, exceptional organizational skills, and the ability to multitask
• Computer proficiency in MS Office applications and other applications, including billing systems and ERP systems

Preferred Qualifications

While not required, experience in the following areas is preferred:

• Industry knowledge of railcar maintenance, repair, and operations
• Familiarity with railcar RX and other railcar management systems
• Experience with customer service software and systems
• Knowledge of railcar safety regulations and procedures

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to employee development and growth. As a Customer Service Representative I, you'll have opportunities to:

• Develop your skills and knowledge in railcar maintenance, repair, and operations
• Work closely with experienced professionals in the industry
• Participate in training programs and workshops to enhance your skills and knowledge
• Take on additional responsibilities and challenges as you grow in your role
• Contribute to the development of new processes and procedures to improve customer satisfaction and operational efficiency

Work Environment and Company Culture

Our Lynchburg Tank Shop is a dynamic and fast-paced environment, with a team of experienced professionals dedicated to delivering exceptional customer experiences. As a Customer Service Representative I, you'll work closely with our production team, QA, and other departments to ensure seamless communication and coordination. Our company culture values teamwork, open communication, and continuous learning, creating a collaborative and supportive work environment.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including:

• A salary range of $45,000 - $60,000 per year, depending on experience
• Comprehensive benefits, including medical, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid time off, including vacation, sick leave, and holidays
• Opportunities for professional development and growth
• A dynamic and supportive work environment

How to Apply

If you're a motivated and customer-focused individual with a passion for the railcar industry, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you! Apply for this job