Oversee operational / tactical moves of assets to maximize the utilization of railcars on the FEC network and to minimize asset and transportation expenses, ongoing monitoring equipment dwell and coordination of equipment repair programs. Review network and train plan with rail operations team, to ensure car dwell is minimized.• Work with Commercial team to project equipment demand for each car type to ensure equipment is available and in place when needed to fulfill orders• Closely manage the number of freight railcars online to ensure adequate supply is available to meet projected demand at minimum cost• Work with Transportation to reposition freight cars as needed to maximize railcar utilization• Coordinate with Sales on customer requirements for FEC railcars placed in assigned pools• Monitor equipment out of service and work with Mechanical to develop plans to ensure needed equipment is returned to service in a timely manner• Monitor fleet fallouts to ensure required fleet size levels are maintained through program repairs and/or car acquisitions• Work with Network Operations to ensure train plan provides sufficient capacity to minimize dwell in yards and at customer locations• Assist intermodal fleet team as required to ensure conveying cars and intermodal equipment are distributed efficiently across the network to meet projected demand levels• Contributes to team effort by accomplishing other related tasks as needed

Provide value-added customer service for the FEC through proactive communication and customer resolution. Interface between external customers and internal business partners to include Operations, Commercial and Technology. Provide quality and timely service to FEC customers.•Provide timely responses to customer inquiries via phone, e-mail, or online communication•Proactively monitor customer traffic; providing instant communication on service failures, and or, weather delays. •Identify trends and promote corrective actions, recommending long term solutions; influence service by communicating service failures with our operations team•Become a communication resource for FEC; communicating service failures, weather delays, company policies and process changes.•Proactively engage customers on service product and service issues to develop improved customer satisfaction and opportunities to leverage FEC service product.•Contact customers responding to surveys and develop action plans for service improvements.•Attend customer, and departmental meetings, as requested; representing Customer Service

• Managed all customer's shipments, distribution, and inventory and database reconciliation. Arranged pick-ups with Spectrum logistics making sure all loads are picked up on time and sailing date scheduled. • Verified all paperwork like Bill of Landings and Hazardous are received and attached to the booking before containers gets to the port. • Managed customers and decision influencers in a Solution and Strategic Selling environment. Escalated sales cycle and arrange resources across both client and Company Solutions and maintained long term relationships. • Maintained and managed comprehensive logistics for job history information. • Performs all aspects of the cargo booking process including customer call handling, back-office system data entry, and customer issue resolution. • Coordinates with customer and logistics companies to schedule pick up arrangements for cargo moves like NICs, Containers, Vehicles, etc. • Monitors Web, EDI, and Star Port Bookings submitted by the customer for accuracy and completeness. • Manage the Booking Team Mail Box for customer’s requests

• Audit contractor’s trip paper work for completeness and accuracy against terminal transactions. Generate invoices or EDI transmissions in accordance with customer requirements. • Provide high quality customer service to agents, contractors, and customers (inbound and outbound). • Ensure BCOs, Third Party Capacity, and Agents settlements are met daily. • Monitor credit queue to ensure all loads are released with correct customer information timely. • Audit and process freight bills for assigned terminals, against customer and system requirements.• Research, update and correct all bills received via the QR99, Return Mail, and EDI rejection & AR Hard Copy Error Reports. • Monitor for accuracy of tractor and trailer information between paperwork and order entry all BCO loads.

• Answer inbound calls English and Spanish and assist residents with questions regarding their bill.• Provide residents account balance and or transfer them to automated system to make payments.• Follow-up on customer inquires not immediately resolved and find immediate solutions.• Give residents a detailed explanation on the services they are being billed for and how they are being billed. • Ensure that all the schedules for work orders are received by the property managers. • Responsible for new construction and retro-fit projects, ordering materials for such projects through the warehouse and/or vendors, scheduling such installations with the Service Administrators, coordinating relevant permits, and overseeing system installations. • Ensure compliance with OSHA regulations, quality control and quality assurance standards for installation, maintenance, monitoring of remote dial-up systems, reading assessments and meter reading.

• Provided above and beyond additional support in order to maintain the valued customers business in the Retention Department. • Reviewed credit scores and debt to income ratio. Applied APR promotions when applicable.• Waived late fees if necessary. • Lowered and raised lines of credit. Responsible for updating the system with loan application changes initiated by the customer. • Verify loan documents are correctly classified.