Florida East Coast Railway

  • Director Customer Service

    Job Locations US-FL-Jacksonville
    Posted Date 2 weeks ago(2 weeks ago)
    Requisition Number
    # of Openings
    Customer Service/Support
    Retirement Plan
    Close Date
    Apply early as this job may be removed or filled as soon as there are sufficient applicants.
    Union Position
  • Overview

    Manages and coordinates integrated product intermodal (intermodal moves involving a door component), ramp-ramp and carload customer service activities by performing the following duties personally or through supporting personnel.


    ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.  Other duties may be assigned.


    Oversees customer inquiries and ensures timely action that responds to customer needs.


    Effectively manages staffing hours and number of personnel to ensure adequate and efficient coverage 24 X 7.


    Effectively coordinates with Highway Services to ensure the dray service is operated effectively and efficiently.


    Ensures adequate operational support for Field Operations, including M-Crew, proactive responding to operational requests and providing supporting diagnostic assistance when required


    Ensures appropriate emergency response and coverage scenarios are in place for natural disasters and other occurrences interrupting service.


    Ensures operational and customer service issues are effectively communicated internally and externally on a timely basis.


    Diligently works to streamline processes and works internally to implement tools that can enable elimination of manual touches


    Acts as single point of contact and liaison between the customer and internal departments.


    Prepares customer performance reports and provides them to the commercial team


    Regularly meets with customers, presents FEC’s performance and effectively resolves issues


    Oversees daily preparation of customized customer-specific reports.


    Assists in recommending corrective services to proactively address customer complaints.


    Monitors service calls to observe employees’ demeanor, technical accuracy, and conformity to company policies.  




    Manages 16 suboridinate employees and is responsible for the overall direction, coordination, and evaluation of this unit. Carries out supervisory reponsiblities in accordance with the organization's policies and applicable laws. Responsiblities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.


    QUALIFICATION REQUIREMENTS.  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.




    Bachelor's degree (B. A.) in business management from four-year college or university preferred; or minimum of ten years' railroad or related customer service experience and/or training; or equivalent combination of education and experience.




    Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.




    Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.




    Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.




    Strong personal computer software skills (Microsoft Office 97 Suite).


    PHYSICAL DEMANDS.  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


    While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.  The employee is occasionally required to stand and walk.  The employee must occasionally lift and/or move up to 10 pounds.  Specific vision abilities required by this job include ability to adjust focus.


    WORK ENVIRONMENT.  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


    The noise level in the work environment is usually moderate.


    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed