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Customer Service Manager

3 months ago

Gonzales, United States Rescar Companies Full time
Job DescriptionJob Description

Start your new career today  Join Rescar's rapidly-growing rail maintenance organization, with over 50 years in the industry

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RESCAR is rapidly growing and searching for a Customer Service Manager out of our Gonzales, LA Service Center.

SUMMARY:

The Customer Service Manager will be responsible for tracking railcars in the network, documenting and distributing customer requirements to employees, monitoring response times as well as handling customer issues and special projects. Candidates MUST have previous rail experience and should be skilled in Microsoft Office products and possess a strong customer service background with excellent communication and organizational skills. Previous experience in railcar fleet management or the railcar industry is desired.

Rescar employees enjoy competitive wages with weekly pay, vacation days and paid holidays.  Our benefits package is built with options to meet your individual needs, including company-paid life insurance and short-term disability; group medical, dental and vision; as well as voluntary options for supplemental life, long-term disability, hospital care, and more.

ESSENTIAL DUTIES AND RESPONSIBILITIES include but are not limited to, the following:

  • Serve as the primary customer contact, answering customer questions and requests related to maintenance services performed on railcars. Will answer customer questions on technical information related to tank, hopper and other railcar repair, cleaning and coating specifications and/or procedures.
  • Explains railcar maintenance procedures that need to be done on railcars.
  • Helps the customer schedule project work needed on railcars and establishes a clear communication plan between customer, plant management, and corporate customer service to ensure servicing requirements and scheduling commitments are being met.
  • Ensures customer and Rescar database systems accurately reflect railcar maintenance status and dates.
  • Work with internal QA department to track and monitor customer complaints and ensure servicing issues are addressed in a timely manner.
QUALIFICATIONS:
Education
  • High School Diploma or GED
  • Bachelor's Degree (Desired) or Equivalent Experience
Experience
  • 5 years experience in railcar maintenance planning and fleet management; or 5 years experience in railcar (Tank and Hopper) repair, or railcar cleaning, or railcar coating processes; or equivalent combination of education and experience.
Knowledge, Skills and Abilities
  • Railcar Maintenance Knowledge - Knowledge of railcar repair, cleaning, and coating / painting procedures.
  • Railcar Regulation Knowledge - Strong industry knowledge of AAR and FRA rules, and Tank Car Maintenance Regulations; Knowledge of current regulatory requirements (e.g., AAR MSRP, M-1002, Section C, Part III, HM201, SS-II, and SS-III inspections); Knowledge of FRA regulations, 49 CFR Parts 100–185 and 49 CFR Parts 210-232.
  • General NDT Knowledge - General Knowledge of NDT process (e.g., VT, BLT, PT, MT, UTT) and how they apply to railcar maintenance procedures.
  • Customer Service Skills - Ability to build solid relationship with customers, answering customer questions, resolving complaints and addressing needs to meet or exceed customer expectations.

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Rescar is a privately held company founded in 1969 with the simple purpose: To keep our customer’s fleet moving productively. For over fifty (50) years, Rescar has provided a broad spectrum of services through its Nationwide field services network that include, railcar repair, railcar cleaning, railcar interior and exterior coatings inspection/repair/qualification, in-plant switching, in-plant track repair, (un)loading services and troubleshooting services.

Rescar’ s network focuses on aligning its people, processes, and tools to provide our customers with the highest quality of service and fast response times at a competitive price structure. Rescar makes sure that the right people are in the right positions. Rescar continually monitors and evaluates its people and provides continual training and mentoring. As a privately-owned business, Rescar is adaptable in developing processes to meet each specific customer’s needs and requirements.

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