Customer Service Rep.; CERR

Position Summary

Jaguar Transport Holdings LLC is looking for a Customer Service Representative to join our Charlotte Western Railroad Team. At Jaguar we believe in a ONETEAM company culture and know that if we always focus on our team members and our customers, we will be the top service provider that our customers will continue to turn to. The Customer Service Representative will assist in the day-to-day link between our customers and our operations team.

Jaguar Transport Holdings LLC is looking for a Customer Service Representative to join our Charlotte Western Railroad Team. At Jaguar we believe in a ONETEAM company culture and know that if we always focus on our team members and our customers, we will be the top service provider that our customers will continue to turn to. The Customer Service Representative will assist in the day-to-day link between our customers and our operations team.

• Always maintain a level of integrity, positivity and professional attitude toward our customers, fellow team members, and the communities in which we serve.
• Gain an understanding of all the Jaguar Transport Holdings operations to better support the needs of the customer.
• Coordinate the daily business transactions of our customers as they relate to provided services.
• Responding promptly to customer inquiries through various channels such as phone calls, emails, fax etc.
• Develop and maintain dialogue with customers to understand their needs, directions, and special requirements. To include reviewing, interpreting tariff and contract pricing, determining revenue moves and assessment of proper rates and authorities.
• Work in conjunction with our Operation & Commercial team to provide the link between the customer and the Company in answering questions, resolving issues and provide proactive communication of day-to-day operations and any changes or modifications to our operation plan.
• Ensure systematic issues are researched and corrective actions are put in place to avoid future recurrences.
• Prepare and review all applicable invoices, receipts, and any other documentation, and recordkeeping accurately and timely as needed.
• Utilize a 3PL Warehouse Manager system to accurately and thoroughly document customer transactions.
• Maintain accurate records in WMS system for car movements, yard inventories, and other data as necessary.
• Audit WMS data to ensure the accurate billing for railcar movements and associated ancillary charges.
• Prepare and relay clear and precise customer commitments and operational instructions to operations.
• Review and/or apply revenue associated with all invoices produced including but not limited to freight, storage, demurrage, transload, contract switching, and various other railcar moves on a daily, weekly, bi-weekly, and monthly basis as well as prepare for invoicing.
• Ensure proper creation and entry (either manual or automated) of all invoices for corresponding billing periods. This includes correcting data and protecting the data’s integrity whenever errors are discovered.
• Consistently improve existing processes that will achieve improved customer satisfaction and improved profitability.
• Operating forklifts at any given time may be required.
• Individual must utilize process controls and information technology services to maximize the revenue and data integrity and increase efficiencies.
• Generate reports as needed.
• Other responsibilities may be assigned, as requested, or required.

An individual that has a customer focused approach in performing all tasks successfully and must have the following:

• Strong understanding of our company values and ability to embody them during their daily interactions with both their fellow team members and…