Customer Solutions Specialist

Job Summary
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 department.

Knowledge and Skills

Microsoft Office skills (including Outlook, Word, and Excel)

CSX Mainframe systems

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

Job Requirements

Different shifts as assigned in a 24 hour/7 days a week operation (incl. working weekends)

Compensation and Benefits

This role offers an annual salary range based on experience and qualifications.

In addition to base salary, we provide an annual bonus opportunity.

Benefit package includes health plans, wellness programs, and customizable coverage options.

Equal Opportunity Employment
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. Clickhere to view the EEO is Law poster. Clickhere to view the OFCCP pay transparency provision information.

#J-18808-Ljbffr