Customer Service Representative PROG

Key Responsibilities

• Serve as a primary point of contact for railroad customers, delivering timely, accurate, and professional support related to service, billing, and traffic inquiries.
• Monitor and update train crew activities, railcar movements, and status changes in the RMI system to ensure customers receive current and reliable information.
• Accurately enter and maintain customer billing and crew work data to support seamless service delivery and invoicing.
• Communicate proactively with customers via phone and email to notify them of service updates, schedule changes, and shipment status.
• Trace railcars both on and off Patriot Rail properties to promptly resolve customer questions and concerns.
• Coordinate and communicate customer requirements clearly with local operating personnel to ensure service expectations are met.
• Maintain frequent, professional communication with Class I railroad partners to support customer service needs and resolve issues efficiently.
• Respond to incoming emergency calls with urgency and professionalism, taking appropriate action in accordance with company policies and FRA requirements while keeping customer impact top of mind.
• Process customer bills of lading accurately and on time to ensure proper shipment and minimize service disruptions.
• Create and manage Repetitive Waybill Codes (RWCs) and customer billing patterns within online portals based on customer-provided information and internal guidance.
• Maintain accurate customer, billing, and operational data by performing scheduled updates to RMI master tables, RVP/eBOL portals, and customer service files in Microsoft Teams.
• Demonstrate strong interpersonal skills and the ability to effectively support customers and partners across diverse geographic regions.
• Uphold all company safety standards and industry regulations while delivering high-quality customer service.
• Perform additional duties as assigned to support customer satisfaction and operational efficiency.

Qualifications

• Strong written and verbal communication skills with the ability to interact professionally with customers and internal teams.
• Ability to manage multiple tasks efficiently while maintaining accuracy and attention to detail.
• Strong problem-solving skills and the ability to think through issues and identify solutions, as well as managing time effectively.
• Ability to work independently and collaboratively in a team environment.
• Demonstrated accountability, including ownership of decisions and outcomes.
• Proficiency with computers and standard office software (Microsoft Word, Excel, Outlook, AI, and similar tools).
• Self-motivated with the ability to work effectively in a structured, shift-based environment.

Additional Preferred Skills & Requirements

• Experience in customer service, operations support, logistics, or transportation environments.
• Rail and/or Intermodal background preferred.

• Familiarity with railroad systems or online portals used for billing, tracking, or service coordination (Such as RailConnect, Railinc and Steelroads).
• Experience supporting time-sensitive operations or service schedules.
• Bilingual is a plus.

• Must successfully complete all required pre-employment assessments and background screening.
• May be subject to a post-offer medical examination, including drug screening and physical capability testing, as applicable.
• Must adhere to attendance and availability requirements, including timely reporting to work and remaining on duty until properly relieved by the next shift.
• Typical workday consists of an eight-hour shift; breaks are taken at or near the workstation to maintain availability for incoming calls.

• Candidates must be able to work on-site at our headquarters office location.
• Less than 5% travel.

Physical & Work Environment Requirements

• Primarily office-based position in a climate-controlled environment.
• Requires extended periods of sitting and frequent computer and phone use.
• May occasionally require standing, walking, bending, reaching, or lifting to 35 pounds max.

Education

• Associate’s degree or some college education preferred.

Licenses

• Valid state-issued driver’s license.