Account Solutions Lead
Administrative

Overview:

This position 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.  The incumbent 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.  This includes, but is not limited to, 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.  This may include multiple revisions that need to be presented, and explained, to the customer.  Communicate final approval 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.  This includes, but is not limited to, providing assistance to our customers in the areas of problem solving, technical assistance, service planning, resolution of invoice disputes, mygatxrail.com, opportunity improvement reports (OIRs), improvement orders (IOs), billing approvals and inquiries. Responsible for consulting other support departments (Engineering, Maintenance, Billing, Legal,  etc.) when necessary to resolve customer requests.      

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 such as shop hold points, compliance goals, rental abatement, non-recoverables, shipped unresolved, and cars enroute to shop.  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 by participating in comprehensive quarterly spec reviews with engineering and shop representation. Collaborate with customer to ensure requirements of the spec as it relates to linings, interior conditions, gaskets, fittings and is 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.

Consistent with GATX policy, all new hires are required to be fully vaccinated against COVID-19 and if eligible per CDC guidance to receive a COVID-19 booster shot, subject to accommodation. 

 

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.

 

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

GATX Corporation