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Overview

CIT Rail, part of First Citizens Bank, offers a full suite of railcar leasing and equipment financing solutions to rail shippers and carriers across North America. It manages one of the youngest and most diversified railcar and locomotive fleets in the industry and leverages its deep experience to empower customers to succeed and prosper.

This position's primary responsibility is to manage the delivery and return of railcars at the start and finish of railcar operating leases. This person will have specific customer accounts and be a main point of contact for them regarding all aspects of their leased railcar fleet. The position will work closely with the sales, mechanical, financial operations, and contracts departments to ensure first rate customer service.

Responsibilities

• Business Support - Maintains a positive, empathetic, and professional attitude toward customers at all times while handling customer complaints, providing appropriate solutions and alternatives within the time limits; following up to ensure resolution; providing accurate, valid, and complete information by using the right methods/tools. Identifies and assesses customers' needs to achieve satisfaction. Keeps records of customer interactions, processes customer accounts and file documents. Expedites the resolution of customer problems and complaints to maximize satisfaction May provide troubleshooting support for issues and complaints involving internal and external parties.
• Sales Support - Partner with the field sales force in providing solutions to customer issues. Work independently and collaboratively to effectively deploy the available fleet by working with railroads, railcar repair shops, storage facilities and other parties. Research and investigate the location of lost railcars. Directly participate in the delivery of information to customers including coordinating bad order or railcar repair shopping process with support from Mechanical Operations.
• Relationship Development - Develops and retains positive business and customer relationships. May make recommendations in vendor selection, negotiations, issues resolution, and ongoing relationship management for assigned initiatives.
• Documentation - Ensures documentation is centrally maintained and available, certificates, licenses and permits are provided when warranted, all with a sense of urgency and responsiveness. Responsible for developing and managing the order fulfillment and lease return process to ensure timely results that are consistent with management and customer expectations. Must interpret policies, guidelines and processes in carrying out duties. Follows established guidelines, instructions, policies, and procedures.

• Bachelor's Degree and 1 years of experience in Customer Service OR High School Diploma or GED and 5 years of experience in Customer Service

• Able to handle large volumes of emails (anywhere between 50-100 per day)
• Rail leasing or Shipping experience
• Demonstrated analytical and problem-solving skills.
• Ability to clearly communicate, both written and verbal
• Organization, detail orientation and accuracy in work product
• Confidence in own abilities to take initiative.
• Solid time management skills as multiple customer projects will occur in parallel.
• Superior work ethic and demonstrated integrity.
• Ability to work independently as part of a team and under time pressures.