Union Tank Car Company

Come join a team where People make the difference! As a part of Marmon Holdings, Inc., a highly decentralized organization, we rely heavily on people with the aptitude, attitude, and entrepreneurial spirit to drive our success, and we're committed to attracting and retaining top talent.

Job Description Summary

This position is responsible for providing customer service to key customer accounts by acting as the main point of contact for Field Services responsible for assisting the assigned customer with all railcar repair scheduling, technical support, and account support needs, including but not limited to, communications on repair work order statuses, BRC creation, review and approval, invoice troubleshooting, and assisting the Finance department with accounts receivables.

Job Description

The incumbent is responsible for utilizing the Marmon Rail Field Service repair network (UTLX and Procor) to service the assigned customer's fleet across North America. They will be advised of needs by the customer and will work to fulfill those needs by dispatching mobile repair units to perform inspection and repair services. To effectively service the needs of the customer, the incumbent must learn and understand railcar repair industry technical processes and coordinate with the individual site supervisors to understand each site's capabilities and restraints.

It is imperative that the incumbent build and maintain a strong working relationship with the customer. This is accomplished by developing a good understanding of the business needs of the customer as well as maintaining open communication with appropriate customer personnel.

The incumbent must be able to research issues, handle complaints and troubleshoot problems regarding mobile unit call out repairs. They will keep the customer apprised of the status of repairs and potential problems. In addition, the incumbent must be able to identify and escalate priority issues, as well as track and maintain metrics of work performed, work to be performed, and service failures including coordinating resolutions.

The incumbent must be able to navigate and upload clerical form data and information into customer’s railcar management systems and have the ability to work within Marmon Rail's network programs to ensure the information is consistent between all systems.

Some of the clerical support activities will consist of the following:

• Upload BRC and invoice information into third party billing customer's web portals.
• Assist in the collection of the customer owned fleet and/or managed accounts.
• Assist in special projects when needed.

The incumbent works to always meet internal and external customer expectations by fully applying oneself to the task involved, preventing errors, and developing and implementing personal Continuous Improvement projects consistent with Marmon Rail strategic directives.

To perform the essential functions of the job, the incumbent must possess, at a minimum, the following:

• Be able to communicate effectively, both verbally and in writing, to give and receive information.
• Strong interpersonal skills to work effectively with internal and external customers.
• Ability to operate a computer and have knowledge and ability to be fluent in the use of word processing, communication, spreadsheet, and database programs to perform daily assignments.
• Be willing and able to travel outside of the normal place of work via car, train, and airplane.
• Positive and professional demeanor.

The minimum requirements for this position include a high school diploma and a positive and professional demeanor with the ability to communicate effectively with customers and company personnel. An associate's degree in a relevant field and/or a minimum of three (3) years experience in related administrative functions is preferred.

Essential Functions:

• Service the Key Account's needs by effectively scheduling cars for repairs into our network of mobile repair sites or dispatching units as needed.
• Builds a long-term relationship with Key Account by communicating effectively and providing exceptional service.
• Researches issues, handles complaints, and troubleshoots problems to minimize potential problem areas.
• Tracks and maintains metrics of work performed and unperformed.
• Provides clerical support as required to ensure all relevant information systems match.
• Participates in and actively supports Continuous Improvement projects and activities to ensure that the Company achieves its goals.

Why Join Our Team?

We take pride in offering our employees rich benefits packages. We appreciate hard-working and passionate individuals which is why we offer:

• Tuition Reimbursement, Medical, Dental, Vision
• Company-paid employee and dependent life insurance
• Company-paid sickness and accident income
• 401k matching and pension
• Annual safety shoe reimbursement and prescription safety wear
• Holiday pay -10 Total
• Vacation
• Marmon employee discount program

Equal Opportunity Employer Minorities/Women/Veterans/Disabled

Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.

Job Type: Full-time

Pay: From $45,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance
• Work from home

Experience level:

• 3 years

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Remote

Education:

• High school or equivalent (Required)

Experience:

• Customer Service Administrator: 3 years (Required)

Work Location: Remote

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