Account Solutions Lead

at GATX Corporation in Chicago, Illinois, United States

Job Description

Account Solutions Lead
Job Locations

US-IL-Chicago

ID 
2024-3854  

Category 
Customer Support  

Position Type 
Full Time
Overview

The Account Solutions Lead is the primary contact person in establishing, maintaining and managing the relationship with our customers for all activities (aside from the sales function) involved in the management of all customer-related service inquiries. This position will also have a material impact on GATX's ability to satisfy our customers and maintain our industry reputation as a leader in the railcar leasing market. Utilizing a "Value Added" service philosophy, this position will play a major role in meeting our target goals of revenue, service and profitability.

The incumbent will be a team-focused individual and capable of providing the levels of service necessary to achieve the highest degree of Customer loyalty. They must develop a good understanding of the functions performed by other members of the Account Solutions team and a thorough understanding of the Car Service contract. The incumbent must demonstrate an aptitude for developing railcar technical knowledge, including, but not limited to, the coordination of services related to the existing fleet of GATX railcars.

Responsibilities

Maintenance of Cars:
Respond to customer requests to shop car for compliance, bad order and Destroyed and Damaged Car Tracking (DDCT) incidents. Understand the necessary railcar repairs needed to determine the appropriate repair facility type such as major shop, fast track or mobile repair. Utilizing (Service Event Management system) SEM, communicate these requirements to the appropriate shop including the related documentation i.e. Safety Data Sheet (SDS), customer spec, cleaning certificate. Determine if rental abatement should be provided.
Analyze repair estimates and communicate customer liability charges to the customer. Provide all necessary shop documentation to justify railcar repairs i.e. photos, lining report, tank report, etc. Utilizing customer specific contract knowledge determine if there are customer liability items that should be owner's responsibility rather than customer's. Obtain customer approval for repairs, and communicate final approval(s) to Billing Department for invoicing.
Serve as a liaison for researching, analyzing and communicating customer-related rejects and defects to all appropriate parties.
Monitor and utilize reports for shopping related issues including first advice, cars enroute, repair authorizations, and Projected Out Date (POD).
Provide prompt and accurate responses to all customer inquiries:
Serve as main contact in dealing with our customers for all activities (outside the sales function) related to the management and utilization of the GATX leased railcar.
Regulatory Compliance:
Monitor compliance requirements and work with customers to keep cars in compliance per AAR regulations while meeting individual, departmental and company goals.
Coordinate with network loading and customers to develop service plans that optimize the utilization of shop space and improve on cycle time.
Interact and contribute as a member of a regional team to accomplish team goals:
Participate in regional team meetings to discuss customer and goal-related items, and support team members as necessary not limited to phone, email and task oriented activities.
Gather and maintain accuracy of customer-related information:
Maintain customer specifications and ollaborate with customers to ensure requirements of the specifications are consistent with GATX standards.
Participate in the improvement of processes, procedures and systems:
Demonstrate proficient use in all systems available to the Account Solutions group.
Participate in cross-functional team for IT and continuous improvement projects as it relates to account solutions systems and processes. 

Qualifications

Bachelor degree (preferred); equivalent industry or customer facing experience acceptable.
2 - 4 years' experience in a customer facing or industry related job
General rail industry knowledge preferred
Strong PC skills are required with a good knowledge of Microsoft Applications
SAP experience is preferred
Some travel required, usually to visit customers or participate in customer-related events.
GATX embraces diversity, and we are proud to be an Equal Opportunity Employer. All qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills.

We will ensure that individuals with disabilities... For full info follow application link.

GATX embraces diversity and we are proud to be an Equal Opportunity Employer. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills.