Customer Service Representative I

Railcar Maintenance Coordinator

Cathcart Rail, headquartered in Columbus, Ohio, is a leading freight rail services and transportation company. We employ more than 800 employees in more than 100 locations across 26 states and operate the largest railcar services network in the industry, encompassing 11 large railcar repair facilities and more than 75 field services locations in addition to a rail services division that operates three short line railroads and a dozen contract switching and transloading sites.

The general purpose of this position is to work with internal and external customers to coordinate maintenance (repair, paint / coating, cleaning) events on railcars (e.g. tank, hopper, and other freight cars) that meet the requirements with FRA, AAR, customer requirements and Cathcart Rail LLC capabilities.

Duties and Responsibilities

• Research & inspect incoming cars for defects and repairs required by governing regulations, repair standards, project letters, and customer specifications.
• Prepare and complete all paperwork required in conjunction with the write-up of needed repairs ensuring labor and material estimates and proper coding.
• Identifies repairs and assigns responsibility by Cathcart's policies and pricing matrices to ensure estimate correctness, consistency, and profitability.
• Interfaces daily with railroads, lessees, outside inspectors, and various marketing groups regarding inspection findings to expedite the repair process.
• Participates in and actively supports quality projects, and Environmental Safety and Health initiatives to ensure the Company achieves its goals.
• Serves as the primary customer contact while answering customer questions and requests related to services on railcar maintenance. When needed utilize QA for assistance on questions regarding repairs.
• Ensure customer expectations are communicated to the production team, follow cars though the production process to support meeting customer expectations.
• Understand and maintain Customer Service KPI and communicate to Plant Manager as trained.
• Learn to evaluate enroute notifications from customers ensuring the shop will have received appropriate information (e.g. SDS, cleaning certificate, drawings, shop instructions, shop records, etc.) to service railcars. Work with QA to learn and understand all documents required from customers.
• Prepares railcar files to ensure the shop has the appropriate forms, documentation, drawings, and information to process and service railcars.
• Training to key estimates in Railcar RX and have reviewed for accuracy, by CSR II / III or Office Manager, QA.
• Input and upload estimate, pursue customer approval. Final review and close out of car file by QA then to Office Manager for invoicing.
• Attend shop production meetings to update customers on cars progress through production, changes in POD 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 Purchasing to notate any information on material ETAs, Status or Delays this information should be entered into Railcar RX and customers notified of extended lead times.
• Review car status vs POD, work with QA or Shop Manager to determine if adjustment is needed and enter into both our system and the customers or if no system and car is delayed contact customer to advise of 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. Prepare all customer updates for corporate reports as received.
• Respond expeditiously to customer requests, emails, phone calls etc. If you do not have an answer you must still make contact within 24 hrs. to advise the customer you are 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 info, issues etc.
• Participate in customer visits, audits etc. as required by Plant Manager.
• Maintain CSR department documentation requirements, work with QA to fully understand all car documentation and requirements for completed cars.
• Other duties as assigned.

Qualifications

High School diploma required; some college level coursework preferred

Prior clerical experience required in a manufacturing or heavy industrial environment

1-2 years experience in railcar maintenance planning and fleet management preferred

Some Industry knowledge of AAR, FRA rules and Tank Regulations, SDS and safety rules knowledge preferred

Excellent verbal, written, and electronic communication skills while communicating with all levels of the customer's organization

Proficient in verbal and written English language skills to facilitate communication with customers

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 systems