Florida East Coast Railway

  • Manager Customer Service

    Job Locations US-FL-Jacksonville
    Posted Date 3 months ago(11/13/2018 3:58 PM)
    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

    Drive value-added customer service for the FEC by leading the Customer Service Operations team through process improvement initiatives and strategic planning of customer logistics operations. Key interface between external customers and internal business partners to include Operations, Commercial and Technology.  Ensures quality and timely service is being provided to FEC customers as required.


    • Managing and developing a team of customer service representatives.
    • Ensuring representatives are up to date on all current industry related news and regulations.
    • Preparing reports on productivity metrics for all reps.
    • Analyze internal daily and weekly delivery performance reporting.
    • Coordinate the involvement of company personnel, including support, service, and man-agement resources in order to meet account performance objectives and clients’ expecta-tions.
    • Proactively assesses, clarifies, and validates customer needs on an ongoing basis by in-troducing or advising on different business solutions.
    • Leads solution development efforts that best address customer needs, while coordinating and managing the involvement of all necessary company personnel.
    • Maintaining detailed knowledge of new and existing business solutions through collabora-tion with internal departments.
    • Work with the Director of Customer Service to identify areas FEC can improve their service to the client.
    • Identify inside sales opportunities in a way that will maximize revenue, increase client satis-faction and provide a consistent experience
    • Ensures systemic issues are researched and corrective actions are put in place to avoid future recurrence.
    • Proactively communicates service modifications, operating plan changes, and major ser-vice disruptions to appropriate FEC customers.
    • Other duties may be assigned.


    • Bachelor’s degree preferred.
    • 5 years of Railroad or Trucking Industry Experience.
    • More than 3 years of experience required in Customer Service, Commercial, and/or Trans-portation Operations.
    • Minimum 2 years of Transportation Management preferred.
    • Requires flexibility and ability to maintain a professional demeanor when dealing with tight deadlines, sensitive service issues, and emergency situations on a daily basis.
    • Proven ability to thoroughly conduct a root-cause analysis.
    • Excellent writing, oral, and presentation skills.
    • Requires the ability to effectively communicate with all levels of the organization.
    • Excellent planning and organizational skills.
    • Ability to work a non-standard work schedule in a 24x7 managed operation.
    • Analytical skills
    • Ability to lead, coach and develop people.
    • Customer and public facing skills.
    • Microsoft Office skills.
    • AS400 experience preferred.
    • Ability to update and troubleshoot EDI functions.


                Qualified applicants will be considered for vacancies without regard to race, color, religion, sex, national origin, age, disability, or any other characteristic protected by prevailing state and federal laws, regulations and ordinances.


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