Customer Solutions Specialist

Customer Service Representative

Interacts with CSX customers, responding to questions/concerns about shipments and the service CSX is providing. Serves as customer advocate within the organization. Researches and resolves customer issues and monitors progress. Communicates progress on service recovery and problem resolution to appropriate CSX business partners and the customer proactively. Documents service issues and provides written and oral responses to customers. Communicates tactical service plan changes to key and assigned customers ensuring the impact of changes are accurately and appropriately communicated.
Primary Activities and Responsibilities
Respond to inbound web inquiries and phone calls from customers, interpreting car movement records and identifying problems.
Document and coordinate the resolution of service issues utilizing Salesforce and working with Customer Service analysts, field operations, and others to escalate recurring service issues.
Provide consistent and timely information to customers regarding the actions being taken to resolve service issues.
Communicate with assigned or key customers regarding curfews, holiday plans, derailments, etc. in a proactive manner.
Review service metrics for assigned or key accounts and develop comprehensive plans to address recurring service problems.
Coordinate/communicate with Service Design, Customer Accounting, and Sales and Marketing on issues affecting assigned or key customers.
Miscellaneous activities and responsibilities as assigned by manager
Minimum Qualifications
Bachelor's Degree/4-year Degree
Less than 1 year of experience in Customer Service, Customer Accounting, Customer Service Operations
Preferred Qualifications
Bachelor's Degree/4-year Degree
1 or more years of experience in Project Management, Customer Service, Customer Accounting, Customer Service Operations dept.
Knowledge and Skills
Microsoft Office skills (including Outlook, Word, and Excel)
CSX Mainframe systems
Salesforce Application
Knowledge of ShipCSX electronic railroad shipment, placement, and tracking system
Knowledge of CSX operating divisions and general operations
Problem-solving skills
Ability to multi-task and shift focus from one activity to another without impacting the quality of the work
Written and oral communication skills
Skill in interpreting non-verbal cues and in identifying underlying concerns and motivations
Ability to be flexible and open to new ideas and change
Leadership
The CSX Leadership Model is the foundation of our Talent Strategy and is what drives CSX performance. CSX accordingly selects and develops talent based on each of the following: producing results, creating change, and inspiring excellence.
Job Requirements
Different shifts as assigned in a 24 hour/7 days a week operation (incl working weekends)
CSX is passionate about building a workforce that reflects the values and behaviors of ONE CSX. We are nationally recognized for our commitment to diversity and engagement, as well as our support for veterans and reservists. CSX, based in Jacksonville, Florida, is a premier transportation company. It provides rail, intermodal and rail-to-truck transload services and solutions to customers across a broad array of markets, including energy, industrial, construction, agricultural, and consumer products. For nearly 200 years, CSX has played a critical role in the nation's economic expansion and industrial development. Its network connects every major metropolitan area in the eastern United States, where nearly two-thirds of the nation's population resides. It also links more than 230 short-line railroads and more than 70 ocean, river and lake ports with major population centers and farming towns alike. More information about CSX Corporation and its subsidiaries is available at www.csx.com.
At CSX, two of our six Guiding Principles are Valuing and Developing Employees as well as Operating Safely. We are committed to offering our team members the most competitive compensation and benefits package available, unlimited opportunities for development and growth throughout an exciting and rewarding career, and the safest work environment possible. CSX is an Equal Opportunity Employer Veterans/Disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or protected veteran status and will not be discriminated against on the basis of disability.