Rail Road Customer Service Rep / Network Gate Operator

The Network Gate Operator (NGO) performs Intermodal gate transactions for all REMPREX-supported terminals to support the Intermodal trucking community at REMPREX Operations Center (ROC). Those duties include production/transactional workload for Intermodal truck community across the REMPREX network by leveraging REMPREX Synapse TM AGS Clerk Console technology. This individual must be able to process information from multiple platforms based in technology, in an ever evolving work environment, and make timely operating decisions based on those inputs to ensure safe, efficient, and customer oriented service that meets or exceeds our Clients expectations.

Responsibilities

The Network Gate Operator (NGO) is executing on transactional workload to process Intermodal trucking community through the Intermodal Gateway. The executing process is done by leveraging a suite of REMPREX technology (iGO) to allow for improved driver experience and increased Intermodal throughput. The interaction between the NGO and the Intermodal driver represents the first, and primary means of Customer Service. REMPREX believes that interaction needs to be a positive experience that drives customer relations and continued business.

The scope of the role includes, but is not limited to, the following procedures and tasks:

• Ensuring the security and data integrity of each and every transaction performed with the highest degree of accuracy.
• Automated Gate processing, which involves data entry on a computer for each unit that enters or exits an intermodal terminal
• Accurate and efficient transaction processing to maintain safety, security and compliance within the Intermodal terminal
• Vehicle damage verification as well as Optical Character Recognition (OCR) validation.
• Driver identity verification
• Operations reporting, including generating and distributing reports as needed
• Inventory management to ensure the availability of working equipment

Requirements:

• High School diploma required.
• Maintain Driver’s license with a clean Motor Vehicle Record (MVR)
• Ability to work in an outdoor environment subject to traffic, dust, weather, and other elements
• Experience working in an intermodal environment, preferred.
• Background in Customer Service role or Call Center environment preferred.
• Empathetic skill set to address exceptions as they arise.
• Flexible schedule to allow for extended or adjusted hours as necessary
• Strong ability to analyze and solve problems on an immediate basis in a stressful environment, and to implement procedural changes with minimal supervision
• Strong interpersonal skills to support working as a team.
• Excellent time management and multi-tasking skills
• Strong oral communication skills and ability to communicate effectively.
• Skills to adapt to rapidly changing customer requests and requirements, seasonal variances in workload, and industry needs and requirements
• Detail-oriented work ethic, exhibiting the highest level of professionalism.
• Willingness and commitment to follow REMPREX and Client rules and regulations.
• Commitment to embrace innovation and technology and continue to grow that ever changing skill set.
• Ability to work in a drug and alcohol free environment.
• Ability to pass and retain ErailSafe credentials as required by Client.
• Working knowledge of Microsoft Office suite of applications.

Physical

To perform the essential functions of this job, an employee must meet the physical demands in this job description. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stoop, kneel, crouch, talk, and hear. The employee is frequently required to stand, walk, sit, and use hands to finger, handle, feel, and reach. The employee must be able to stand for periods of eight hours or more, and must have the ability to lift up to 25 pounds. Specific vision abilities required by this job include the ability to adjust focus.

Hours

REMPREX is a 24/7/365 operation. This role has BOTH Full-Time, and Part Time opportunities working non-standard hours that may include nights, weekend, and holidays as required by the Client. Occasionally, the role can require travel and extended work hours, to include being available for on call duty as needed.

Work Environment

The NGO iGO works in an office environment that may require outdoor work as necessary.

Selection Guidelines

This position requires a formal application, rating of education and experience, oral interview, and reference check. Additionally, it may require job related tests. The duties listed in this job description are only examples of the various types of work that the NGO iGO might be required to perform. The omission of a statement of duties does not exclude it from the position if the work is similar, related, or a logical assignment to the position. The job description does not constitute an employment agreement between the employer and employee, and is subject to change as the needs of the employer and job change.