Rail Customer Success Manager

Company Overview

Come join a winning Team! Since 1970 Plastic Express has met the bulk trucking, bulk terminal, packaging, and warehousing needs of the plastics industry.

Our strategic locations, modern systems, and dedicated employees allow us to provide custom tailored logistical solutions to fulfill the most challenging needs of our customers.

Plastic Express operates from 22 full-service facilities, more than 40 bulk terminals, and 52 railcar terminals offering more than 8,500 railcar spots across the country.

We are located near 9 major ports in the U.S. and rely heavily on our rail infrastructure to handle imports /exports as well as regional distribution.

At many of the Plastic Express sites, we also handle some non-plastic commodities, which include; paper rolls, steel, building materials and other dry bulk materials.

Plastic Express owns and operates roughly 250 trucks, with approximately 250 trailers performing full bulk truck distribution business.

Plastic Express is headquartered in Houston, TX and has over 600 employees nationwide.

Our goal has always been to exceed our customer's expectations, and our can do-attitude is what differentiates us from the competition.

Plastic Express employees have always been our key to success and total customer satisfaction. We are always looking for dependable & talented business professionals that will help us to grow and to continue our “Can Do” tradition.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

With reporting responsibilities to the AVP of Rail Operations, this position is directly responsible for the management of the company’s Rail Clerical department. Provides consistent leadership, coaching, and performance management. Direct daily management to include: daily communication with customers, and railroads, maintaining inventories, management of the RAN system, employee development, employee counseling, employee discipline and training, record keeping and communication of issues with management.

The Rail Customer Success Manager will be supported by a Rail Supervisor for this site.

This role works closely with the Safety Director, Quality Manager, Rail Operations, Customer Success representatives (CSR’s), Trucking department and Sales department. Must oversee the department to meet KPI targets and goals.

• Supervise the Rail Coordinator Supervisor and Rail Coordinators, including assigning work, establishing priorities, monitoring performance, and maintaining appropriate staffing.
• Provide coaching, training, performance evaluations, and corrective guidance in coordination with Human Resources and the AVP of Rail Operations.
• Develop and maintain departmental training materials and support the implementation of new and revised SOPs.
• Ensure employees are trained on assigned responsibilities, systems, safety procedures, SOPs, and customer requirements.
• Promote professionalism, teamwork, accountability, continuous improvement, and the company’s safety culture.
• Review employee time records and maintain required training and performance documentation.

• Oversee daily railcar inventory, coordination, releases, bills of lading, Railcar Authorization Numbers, invoice disputes, and RAN-system activities.
• Maintain accurate physical and electronic railcar inventories and work toward 100% inventory accuracy.
• Communicate effectively with customers, railroads, local operating authorities, and internal departments.
• Serve as the primary escalation point for customer and operational issues and ensure concerns are investigated, communicated, and resolved timely.
• Monitor departmental KPIs, including…