Customer Service Associate Customer Service Associate …

CIT Group
in Chicago, IL, United States
Permanent, Full time
Be the first to apply
Competitive
CIT Group
in Chicago, IL, United States
Permanent, Full time
Be the first to apply
Competitive
Customer Service Associate
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  • Associate, Customer Service Location US-IL-Chicago Job ID 31818 # Positions 1 Job Family Operations - Customer Service Type Full-Time
  • Overview

    Founded in 1908, CIT (NYSE: CIT) is a leading national bank empowering businesses and personal savers with the financial agility to navigate their goals. We believe in helping customers turn their ideas into outcomes. Whether those customers are building a business or building their savings, CIT has the experience and agility to empower them to achieve their goals. At CIT, how we do business is just as important as what we do. Our social responsibility programs focus on driving financial and personal empowerment, supporting the environment and advancing wellness. CIT contributes to communities where we live, work and do business through charitable donations, community investments and employee volunteerism.

    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.

    Principal Accountabilities:
    a. 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.
    b. Partner with the field sales force in providing solutions to customer issues.
    c. Clearly communicate to the customer pertinent information regarding their leased fleet.
    d. 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.
    e. Work independently and collaboratively to effectively deploy the available fleet by working with railroads, railcar repair shops, storage facilities and other parties.
    f. Directly participate in the delivery of information to customers including coordinating bad order or railcar repair shopping process with support from Mechanical Operations.
    g. Update internal systems to reflect customer activity.
    h. Contribute ideas for process improvement.
    i. Identify and communicate current and projected trends.

    Qualifications

    Education: Bachelor’s degree in business is strongly preferred.

    Experience: Two (2) or more years of experience in a customer service, rail leasing and/or shipping environment with process responsibilities.

    Competencies:
    The individual in this position will possess solid knowledge, skills and experience in the following areas:
    a. Demonstrated analytical and problem solving skills
    b. Ability to clearly communicate, both written and verbal
    c. Organization, detail orientation and accuracy in work product
    d. Confidence in own abilities to take initiative
    e. Solid time management skills as multiple customer projects will occur in parallel
    f. Superior work ethic and demonstrated integrity
    g. Ability to work independently as part of a team and under time pressures
    h. Detailed knowledge of Excel and the ability to learn new systems
    i. Willingness to take on additional projects as needed.

    #LI-AR1

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