Customer Solutions Specialist

Job description

Job Summary Interacts with CSX customers, responding to questions/concerns about shipments and the service CSX is providing. Serves as customer advocate within the organization. Researches and resolves customer issues and monitors progress. Communicates progress on service recovery and problem resolution to appropriate CSX business partners and the customer proactively. Documents service issues and provides written and oral responses to customers. Communicates tactical service plan changes to key and assigned customers ensuring the impact of changes are accurately and appropriately communicated. Primary Activities and Responsibilities: - Respond to inbound web inquiries and phone calls from customers, interpreting car movement records and identifying problems. - Document and coordinate the resolution of service issues utilizing Salesforce and working with Customer Service analysts, field operations, and others to escalate recurring service issues. - Provide consistent and timely information to customers regarding the actions being taken to resolve service issues. - Communicate with assigned or key customers regarding curfews, holiday plans, derailments, etc. in a proactive manner....