Customer Solutions Coordinator

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 the Sales Force Service Cloud and working with Customer Service field managers, 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
• Sales Force
• 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 diverse communities we serve, one in which all individuals are valued, appreciated, included, respected and proud to be equal members of our team. We are nationally recognized for our commitment to diversity and inclusion, as well as our support for veterans and reservists. Take the next step and move your career forward with CSX. 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. Connect with us on Facebook  X  LinkedIn  Instagram   YouTube
Closing Statement
At CSX, two of our five Guiding Principles are Valuing and Developing Employees a