BASIC FUNCTION: The Indiana Rail Road Company is committed to providing the highest quality service to our customers. This position is responsible for fielding internal and external customer questions, complaints and shipment tracking inquiries while demonstrating the highest degree of courtesy, integrity and professionalism to resolve customer issues via phone and email communication. Transport railroad crews in a safe and timely manner if needed as relief.
ESSENTIAL JOB DUTIES/RESPONSIBILITIES:
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Communicate the movement and placement of railcars to customers and railroad employees
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Assist with customer inquiries about their freight and issues with delivery schedules
- Answer incoming calls and emails, respond to complaints, providing INRD information as necessary
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Maintain records of customer interactions, recording details of inquiries, complaints, or comments, as well as actions taken
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Prepare and maintain customer service documentation such as summaries and reports
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Account for all accessorial charges for car accounting process: demurrage, weighing, switching, etc.
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Account for all car movement: switch lists, wheel reports, interchanges, car placements and releases
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Maintain a thorough knowledge of customers’ current on hand inventories
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Perform car tracing functions for customers
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Create waybills and bill of lading for customers; ensure correct routing and coding
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Instruct train crews of work required for customers en route
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Interact with railroads: request bulletins for crews, information on car movement and billing
- Establish a knowledge of the Railcar Management (RMI) reporting system (system responsible for all traffic movements and billing)
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Safely transport railroad crews, as directed
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Operate company vehicles in compliance with all federal and/or state laws
Employment Conditions
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Work safely, follow standard procedures, be alert and take necessary precautions to prevent on the job accidents and injuries
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Work hours may include a nonstandard workweek (overtime, various shift work, during the week, weekend, nights and holidays)
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Must demonstrate an aptitude for developing railcar technical knowledge
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Must pass a background screening
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Must obtain (within 6 months from date of hire) and maintain Chauffer’s License
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Must pass a pre-employment drug/alcohol screen
Physical Requirements:
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Regularly required to sit, walk and stand
- Use hands repetitively to finger, handle, feel or operate standard office equipment
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Light work, lifting up to 20 pounds occasionally
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Reach with hands and arms
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Talk/hear, both in person and by telephone (communicate, detect, converse with, discern, convey, express oneself, exchange information)
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See (detect, determine, perceive, identify, recognize, judge, observe, inspect, estimate, assess)
Basic Competencies
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Customer service (patience, attentiveness, knowledge of company/services, clear communication)
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Verbal comprehension (understand oral and written communications)
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Communication skills (listen, speak and write clearly and concisely)
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Reasoning skills (problem solving and troubleshooting skills)
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Accountability (demonstrate and communicate a high level of ownership and commitment to achieving results)
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Teamwork (work closely with employees toward a common goal)
Environmental Conditions
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Position involves working in an office setting and is not substantially exposed to adverse environmental conditions
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Occasional exposure to noise (from diesel engines, air brake equipment, track equipment, sanders, horns, radios etc.)
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Work in a vehicle or cab
All INRD employees must know and follow job safety procedures, attend required safety training, proactively promote safety at work and promptly report actual and potential accidents and injuries.
DISCLAIMER: This is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.
INRD is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
Minimum Qualifications:
- High School diploma/GED
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18 years of age or older
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Valid Driver's License
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Safe driving record
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Three or more years customer service experience
Preferred Qualifications:
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Two or more years experience in the railroad industry
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Experience with Railcar Management (RMI) software program
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Valid Chauffer’s License
