What are the responsibilities and job description for the Customer Service Manager position at Trinity Careers?
TrinityRail is seeking a Customer Service Manager to support railcar maintenance operations at our Shell Rock, IA facility. In this role, you will enhance the customer experience by improving communication and workflow within the shop and by developing standardized processes that strengthen performance across the Trinity Maintenance Network.
Join us and be part of Delivering Goods for the Good of All!
What you'll do:
- Lead end‑to‑end sales, operations, and planning activities
- Serve as the primary point of contact between customers and plant operations
- Review and verify all inbound and outbound documentation
- Develop and maintain customer‑facing standard operating procedures
- Monitor and track railcar turnaround times and plant activity
- Maintain accurate railcar status information in Railcar Rx
- Respond to customer and internal inquiries regarding railcar movement and status
- Oversee inbound and outbound railcar processing
- Manage revenue forecasting for the facility
- Supervise 3–5 employees, including write-up technicians, customer service administrators, and mobile equipment operators
- Lead efforts to improve and digitize railcar documentation processes
What you'll need:
3 years of experience in transportation or logistics
3 years of customer service experience
3 years of supervisory or team management experience
Effective problem‑solving and sound decision‑making abilities
Demonstrated experience driving process improvement
Strong communication, organization, and time‑management skills
Clear and professional written and verbal communication skills
High attention to detail with the ability to prioritize competing deadlines
Ability to work effectively in a fast‑paced, team‑oriented environment
Ability to build strong customer relationships with a service‑first approach
Strong collaboration skills across teams and functions
Proficiency with Microsoft Office applications
Bachelor’s degree preferred
Bilingual skills preferred