Develop materials and facilitate training for Customer Support and Marketing projects including Salesforce, specific systems and processes that drive quality and exceptional customer service.Enable employees through training to understand and manage daily network flows, trends, and performance.Train employees to utilize movement data sources to make recommendations and to ensure customer expectations are met.Design and facilitate training in the areas of quality, soft skills, and leadership, to enable marketing employees to provide superior customer satisfaction to both internal and external customer.Work with leadership to develop and implement new training programs.Secure monthly metrics individually and as a team for our Quality program.Participate in customer meetings as required.

• Effectively communicate with internal and external customer inquiries and coordinate resolution of billing, schedule, and equipment issues via phone and message us, in an accurate and timely manner• Assist customers in tracking their shipments and resolving car movement issues • Assist with special projects by reviewing exceptions reports, verifying scale weights versus billed weights, creating error bills as needed, and communicating research findings to customer and/or foreign railroad• Thoroughly and accurately maintain case notes summarizing interactions with the customer, research completed, and action plan executed to resolve customer’s issues

• Process and resolve all client inquiries as they relate to Financial Services• Engage clients in meaningful dialogue and identify unstated needs or financial goals that may be achieved by further utilizing company services, products or tools• Assist the growth of the firm through client referrals for new or additional business• Provide accurate price quotes and client account information regarding account balances, positions, existing orders, etc.