TRAC Intermodal

  • Customer Service Representative

    Job Locations US-NJ-Princeton
    Category
    Customer Service
    # of Openings Remaining
    1
  • Overview

    TRAC Intermodal is committed to providing the highest quality service and customer support and we pride ourselves on being customer centric.  Working as part of the Customer Service team within the Customer Support group, the Customer Service Representative I (CSR I) role is our customers’ primary point of contact for their customer support needs.  The CSR I role includes high-volume daily interactions with customers via phone and email to facilitate bookings of equipment and resolve inquiries and issues related to chassis usage.  In order to maintain top-quality service levels, customer inquiries and issues must be resolved quickly, effectively and completely.  Additionally, this role is responsible for collaborating and communicating with the necessary internal functional teams to bring all customer issues to resolution. 

     

    The goal of the Customer Service team is to make it easier for customers to do business with TRAC Intermodal which, in turn, drives customer loyalty to our brand.  This role is responsible for creating a positive experience for the customer and will be involved in supporting many aspects of a customer’s daily operations.  The CSR I must have the capacity to understand our customers’ needs and empathize with their pain points in order to provide them with the highest level of service.

     

    To be successful in this role, the candidate must be able to thrive in a fast-paced and demanding environment, have a high sense of urgency and produce accurate, timely results while balancing shifting priorities.  Candidate must be focused, hard-working, self-motivated, and a fast learner with an aptitude to research and resolve customer issues in a professional and friendly manner.  Candidate must also be able to establish good working relationships with external and internal customers and drive positive outcomes.   

    Responsibilities

    • Resolve customer inquiries and issues via phone and email in a professional, timely and courteous manner. Includes liaising and collaborating with internal teams to drive issues to resolution as well as logging and managing cases in Salesforce.
    • Create and monitor bookings in internal and external systems to expedite the chassis pick-up process for TRAC Intermodal customers across all chassis pools
    • Maintain updated chassis inventories in EZBook, TRAC Intermodal’s online bare chassis reservation system
    • Assist customers to resolve booking issues, movement discrepancies, chassis return locations, road service issues, billing questions, etc.
    • Provide information to customers about pool operating rules, new locations, terms and conditions, company announcements, etc.
    • Provide on-boarding to customers of TRAC Intermodal products, processes and applications. Includes: TRAC Connect and EZBook systems, FYX and road service policies, overview of TRAC Intermodal chassis pool facilities and related pick-up and return procedures.
    • Research and resolve long-dwelling chassis by contacting customers and coordinating necessary responses
    • Assess and escalate customer issues to Customer Service Representative II, as appropriate, to ensure timely and accurate resolution
    • Maintain proficiency in TRAC Intermodal’s technology products and offerings, actively participate in UAT testing for system applications, as needed. Including (but not limited to): PoolStat, TRAC Connect, EZBook, Salesforce, Third party systems, Cisco phone system, TRACnet, Webfocus, NovaLease and tracintermodal.com

    Qualifications

    • 2+ years of experience working in a customer facing role. Background/experience providing customer service via phone and email is required.
    • Intermodal/transportation industry experience beneficial, but not required.
    • Salesforce or other CRM experience beneficial, but not required.
    • High School diploma or GED, some college preferred.
    • Ability to excel in a high-volume, fast-paced, and dynamic work environment and successfully prioritize tasks across multiple projects. Must be flexible and adapt to changing demands.
    • Exceptional interpersonal, written and oral communication skills; able to engage with all levels/departments within the organization to create effective partnerships with other teams.
    • Ability to demonstrate empathy to customers while maintaining a high sense of urgency to resolve issues.
    • Computer systems-oriented and proficient in Microsoft Word, Excel and Outlook.
    • Highly detail-oriented, accurate, and inquisitive.
    • Ability to identify major geographic locations across the United States is required.
    • Ability to multitask while quickly assisting customers in time-sensitive situations.
    • Solid work ethic, tenacious, and motivated to go the extra mile.

    Special Position Requirements:

    • This position requires long periods sitting behind a desk and extensive use of a telephone, and computer and in-house system applications.
    • Role is responsible for an 8-hour shift with staggered coverage to ensure multiple time zone availability (shifts may start at various times of the day).

    More About Us

    Are you looking for a career with an industry leader? Have big ideas that deserve to be heard? A career at TRAC offers a rewarding opportunity to be part of a growing, evolving and ever-improving organization. TRAC Intermodal is America’s leading marine chassis pool manager and equipment provider. With the largest fleet of marine and specialty chassis, nine pools under management, and an extensive network of locations nationwide, TRAC Intermodal offers unmatched expertise, innovation and ease of access to high quality equipment.

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