Customer Service Representative

Job Summary

As a Customer Service Representative at AITX, you will be the primary point of contact for our customers, assisting them with inquiries, complaints, product information, and general support. In this role you will be responsible for proving our customers with timely and accurate assistance while maintaining AITX's high standards of excellence. This role collaborates closely with the Commercial, Logistics and Operations teams and ensures alignment across functions to execute business objectives at a high level.

Job Duties

• Respond promptly and professionally to customer inquiries regarding railcar leasing, repairs, maintenance, and contract terms.
• Investigate and resolve customer complaints or concerns, escalating issues when necessary to ensure quick and effective resolution.
• Utilize Salesforce to facilitate deal flow for the Commercial team.
• Maintain accurate customer accounts and database records, updating them as necessary.
• Lead collaborative efforts with internal departments to resolve issues promptly and efficiently.
• Work closely with logistics coordinators to ensure the timely delivery of railcars.
• Follow up with customers to ensure their satisfaction and verify that all issues have been fully addressed.
• Develop and maintain strong relationships with customers by keeping them informed of service changes, updates, and developments.
• Regularly review and monitor key performance metrics, identifying areas for improvement and providing data to support strategic adjustments.
• Build and maintain positive relationships with both internal and external stakeholders.

Experience and Education

• Bachelor's degree in business, or a related field
• Experience in customer service positions, preferably in the railcar industry
• Strong written and verbal communication skills
• Ability to work in a fast-paced, team environment, while staying organized
• Comfortable working on a computer and proficient in Microsoft Outlook, Excel, OneNote, and Teams
• Ability to work independently and manage competing priorities
• Detail-oriented
• Basic understanding of transportation industry concepts and practices

This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory, or environmental demands may be referenced to communicate the way this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, AITX will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.