Account Manager, Customer Excellence; Level II

At Greenbrier, we do the hard work that matters. The Greenbrier Companies (NYSE:GBX) is powering the movement of products around the world as a leading designer, manufacturer and supplier of freight rail transportation equipment and services.

Greenbrier’s heritage of hard work and industrial innovation is celebrated at every level of our organization. We structure our business to support teams that deliver innovative solutions for our customers while positively impacting the world around us.

Greenbrier’s success begins with people. We believe in supporting our global workforce through our unwavering attention to Safety, Quality, Respect for People and Customer Satisfaction. Our Inclusion, Diversity, Engagement, Access and Leadership (IDEAL) commitment is rooted in these values, which lead to a culture where employees are engaged and feel good about coming to work every day.

The Account Manager, Customer Excellence Team, supports customer relationships and manages day-to-day account activities. This position analyzes customer and account information, coordinates solutions, resolves routine and moderately complex issues, and maintains consistent communication with customers and internal partners. The Account Manager, Customer Excellence Team, applies established account management practices and sound judgment to support customer satisfaction, account performance, and continuous process improvement.

To perform this job successfully an individual must be able to perform the following essential duties satisfactorily. Other duties may be assigned to address business needs and changing business practices.

• Develop and maintain productive relationships with customers and internal stakeholders to support customer satisfaction and retention.
• Independently manage routine and moderately complex account activities, priorities, and customer communications within established practices.
• Analyze customer needs, account information, and service requirements to determine appropriate actions and coordinate solutions.
• Triage and research inbound customer inquiries in Salesforce, collaborating with internal functions to provide accurate and timely resolutions.
• Maintain regular communication with customers to ensure ongoing satisfaction.
• Provide support and coordination of asset programs and new car delivery programs, managing expectations and coordinating deliverables, and milestones.
• Resolve a variety of customer inquiries and service issues using sound judgment, established procedures, and available account data; elevate exceptions when appropriate.
• Collaborate with cross-functional teams and customers to coordinate account activities and support customer needs.
• Review customer and operational data to identify trends, support decisions, and improve the accuracy and efficiency of account processes.
• Maintain customer trust and confidentiality while handling account, operational, and other sensitive information.
• Address moderately complex customer concerns and coordinate communication plans with appropriate internal partners.
• Identify and recommend practical process improvements based on customer feedback, account trends, and recurring service issues.
• Document customer outcomes and success stories accurately and consistently.

The following generally describes requirements to successfully perform the assigned duties.

• Bachelor’s degree in business, communications, supply chain, or a related field, or an equivalent combination of education and relevant experience.
• Minimum of three (3) years of relevant demonstrated experience in account management, customer relationship management, customer service, or a related professional role.
• Strong written and verbal…