Manager, Customer Service

Genesee & Wyoming Railroad Services, Inc. (GRSI)
Eugene, OR, USA

• Admin, Professional & Operations Support
• Full-Time
• Requisition #: MANAG
  009131

Company / Benefits Overview:

Are you ready to build a rewarding career in the railroad industry? Join the Genesee & Wyoming Inc. (G&W) team — part of a legacy that is over 125 years old. With a network of 100+ individual freight railroads and 4,000 employees across North America, we provide transportation and logistics services to more than 2,000 customers.

At G&W, we live by our Core Values:
Safety, Service, Integrity, Respect, Transparency, Accountability, Innovation and Excellence. We offer competitive pay, a comprehensive benefits package, and paid training to help you succeed. Check out some of our great benefits below:

Life Insurance

Optional benefit coverages for Accident, Critical Illness, Hospital,  & Life Insurance

Flexible Spending & Health Savings account plans

Employee Assistance Program

401(k) Retirement Plan

On the Job Training

Paid Time Off

Tuition Reimbursement

And more!

* Benefits are subject to change

Explore your future with G&W today and learn more about the opportunities to grow across our organization!

Job Summary:

The Manager, Customer Service, manages the day-to-day activities of the department and carries out supervisory responsibilities and initiatives in accordance with the organization’s policies, applicable laws, and support of internal and external customers.

Responsibilities:

• Directly supervise, coach, and develop supervisors and specialists while managing day-to-day activities of the department.
• Maintain an expert level of understanding regarding company ethics, policies, and procedures to ensure they are successfully followed.
• Ensure Regional Supervisors are properly equipped and trained to oversee the execution of the customer’s purchase of rail freight transportation. As well as overseeing the successful coordination of all aspects of the customer’s service and communication with customers.
• Ensure successful communication and knowledge sharing occurs between Customer Service, Marketing, Transportation, and all other applicable departments and entities.
• Oversee Customer Service’s performance to ensure the Customer Service team is growing relationships with our customers. Consistently and proactively focusing on helping the customer’s business to succeed and providing world class customer service to our external and internal customers.
• Ensure conflict resolution, discipline, coaching and mentoring of employees is successfully occurring at a departmental level, per company guidelines.
• Act as an educator when employees and team members are new; processes or conditions change and when discussing performance expectations.
• Identify training and developmental needs. Driving training initiatives that enhance employees’ skills, performance, productivity, and quality of work.
• Plan and coordinate work, train, motivate, monitor and evaluate performance of direct reports and others who assist with supporting team objectives.
• Manage departmental performance measures and provide updates to department leadership.
• Balance quality, productivity, cost, safety and morale to achieve positive results.
• Point person for all communication to and from customer regarding service; key contact for all service performance issues.
• Demonstrate ability to provide effective training in TMS.
• Effectively implement policies, procedures, and projects as assigned.
• Knowledge of special ancillary charge agreements between Marketing and our customers. Maintain a strong understanding of railroad tariffs and agreements.
• Grow relationship with the customer, focusing on how to help their business to succeed as the means to ensure the success of our rail roads.
• Take ownership of…