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Associate, Customer Service
CIT
Chicago, IL, United States
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Overview
Founded in 1908, CIT (NYSE: CIT) is a financial holding company with approximately $50 billion in assets as of Dec. 31, 2017. Its principal bank subsidiary, CIT Bank, N.A., (Member FDIC, Equal Housing Lender) has approximately $30 billion of deposits and more than $40 billion of assets. CIT provides financing, leasing, and advisory services principally to middle-market companies and small businesses across a wide variety of industries. It also offers products and services to consumers through its Internet bank franchise and a network of retail branches in Southern California, operating as OneWest Bank, a division of CIT Bank, N.A. For more information, visit cit.com.
Responsibilities
This position’s primary responsibility is to manage the delivery and return of railcars at the start and finish of railcar operating leases. This person will have specific customer accounts and be a main point of contact for them regarding all aspects of their leased railcar fleet. The position will work closely with the sales, mechanical, financial operations and contracts departments to ensure first rate customer service.
• Responsible for developing and managing the order fulfillment and lease return process to ensure timely results that are consistent with management and customer expectations. Must interpret policies, guidelines and processes in carrying out duties
• Partner with the field sales force in providing solutions to customer issues
• Clearly communicate to the customer pertinent information regarding their leased fleet
• Act as a customer advocate within CIT to facilitate problem resolution.
• Must ascertain urgency and sensitivity of a customer’s requests to determine the appropriate course of action. Follow up until resolution while keeping the customer aware of status is required
• Work independently and collaboratively to effectively deploy the available fleet by working with railroads, railcar repair shops, storage facilities and other parties
• Directly participate in the delivery of information to customers including coordinating bad order or railcar repair shopping process with support from Mechanical Operations
• Update internal systems to reflect customer activity
• Contribute ideas for process improvement
• Identify and communicate current and projected trends
Qualifications
• Bachelor’s degree in business is strongly preferred
• Two (2) or more years of experience in a customer service, rail leasing and/or shipping environment with process responsibilities.a. Demonstrated analytical and problem solving skills
• Ability to clearly communicate, both written and verbal
• Organization, detail orientation and accuracy in work product
• Confidence in own abilities to take initiative
• Solid time management skills as multiple customer projects will occur in parallel
• Superior work ethic and demonstrated integrity
• Ability to work independently as part of a team and under time pressures
• Detailed knowledge of Excel and the ability to learn new systems
• Willingness to take on additional projects as needed