Customer Service Specialist Dispatcher

Position Summary

Provide support for Regional Equipment Logistics which including interfacing with equipment managers and pool customers and resolving all appropriate business issues. Centralized dispatch; responsible for receiving OTR calls from our customers and dispatching them to the local teams by way of telephone, cellphone, text message, or email.

Essential Responsibilities/Duties/Functions/Tasks

• Insure security of assets and operational integrity at local railroad ramps, and marine terminals. Ensure that approved trucker list is valid and updated.
• Inventory reconciliation.
• Handle customer inquiries on billing and equipment availability.
• Coordinate reports with customers and internal recipients.
• Scheduling mechanic repair jobs to meet customer needs
• Provide system updates for repair events via email or customers specific program, advising TRAC Services has accepted the call, arrived at the call, and completed the call
• Ensure that daily records on equipment condition are maintained and that reports on status are accurate and distributed on a timely basis.
• Ensure that migration status is reviewed and that repositioning is ordered as needed.
• Provide assistance to International Pools Analyst regarding report preparation and distribution.
• Maintain contact with Customer representatives to proactively deal with issues as they arise.

• Provide customer service/be one of the direct contacts between customers and TRAC Services
• Provide support to the local TRAC Services teams when challenges arise.

 Non essential duties:

• Handle telephone inquiries as required.
• Work with Motor Carrier reps to resolve issues with customer base.

Qualifications

• Minimum two (2) years business experience

• Intermodal industry knowledge of equipment control preferred, but not required

• Strong phone voice and communication skills

• Attention to detail
• Ability to multi-task, handling multiple requests from different vendors simultaneously
• Ability to prioritize tasks and meet stringent deadlines
• Ability to identify problems, process resolution and implement action or solution timely 
• Knowledge of Microsoft Excel, Internet Explorer, Word, PowerPoint  & Outlook 
• Ability to pass a background check and secure an E-Railsafe / TWIC badge
• Spanish speaking ability helpful, but not required

• Excellent communication skills to collaborate with others under any type of condition
• Excellent clerical and organizational skills to keep track of schedules, routes, and personnel

  Work Requirements

• This position requires long periods sitting behind a desk, performing tasks on a computer.

Work Environment 

This job function is performed in a terminal setting requiring normal safety precautions with strict adherence to safety policies of the facility.