What are the responsibilities and job description for the Freight Customer Service Representative (Alaska Railroad) position at State of Alaska?
PURPOSE OF POSITION:
Responsible for a wide variety of freight logistical functions, revenue generation, and data analysis in support of ARRC Freight Customers and internal departments such as Freight Marketing, Accounting, Transportation, and Mechanical. This position coordinates the complete cycle of customer freight movements transported by rail, from origin to destination.
The incumbent manages tracking, creating waybills, processing of bills of Lading and manifests, customer communication, auditing freight charges, and calculating ancillary charges. This position serves as a liaison between external customers and internal stakeholders to ensure excellence in customer service to our internal and external customers. It also ensures adherence to regulatory requirements (FRA Title 49 CFR, AAR, and EPA), supports issue resolution, and proactively communicates service changes and disruptions.
Duties and Responsibilities: | % of Time |
Maintains strong working relationships with customers by responding to inquiries and concerns in a prompt and professional manner. Uses the Transportation Management System (TMS) to accurately document and track all freight transactions. Prepares and relays clear customer work requests and switching instructions to Terminal Supervisors. Serves as the primary point of contact with customers by phone, email, and in person about shipments. Coordinates intermodal services (COFC/TOFC) across terminals and manages daily TOFC capacity and customer allocations. Prepares waybills for inbound, outbound, and local shipments. Collaborates with internal departments (Accounting, Marketing, TOFC, Mechanical, Transportation) to resolve issues and enhance service quality. Review and analyze data to solve customer problems and provide solutions. Create and distribute scheduled and ad hoc reports for internal and external stakeholders. | 40% |
Ensures compliance with hazardous materials regulations and proper documents and archives hazmat documentation. Process and verify accuracy of customer shipment data. Audits TMS entries to confirm correct revenue charges. Works with Freight Accounting to ensure correct revenue generation and application of ancillary charges. Provides tariff rates and charge schedules to customers. Enter contract agreement rates and document daily, weekly, and monthly revenue numerous services | 40% |
Aid in documenting departmental processes and procedures to improve efficiency. Communicate effectively with colleagues to ensure operational continuity. Provides prompt feedback to management on service issues or customer concerns. | 15% |
Audits and log TOFC trailers stored in the yard and document those loaded to railcars. Report any unsafe conditions to proper personnel. Supports other team tasks and perform other related duties to meet department goals. | 5% |
FACTOR 1: Knowledge Required
Understanding of freight logistics, tariffs, price publications, accounting procedures, hazardous materials regulations, and AAR guidelines. Experience with Transportation Management Systems and revenue billing systems. Familiarity with ARRC freight operations and interdepartmental coordination. Strong analytical, organizational, and communication skills. Intermediate proficiency in MS Office Suite (Word, Excel, Access, PowerPoint, Outlook). Ability to compile data, create reports, and manage documentation. Knowledge of proper grammar, punctuation, and professional communication. Typing speed of at least 40 WPM. Must hold a valid driver’s license and be capable of operating a motor vehicle.
FACTOR 2: Supervisory Control
Reports to the Manager, Freight Customer Service. Works independently on routine to complex assignments. Work is reviewed for results, accuracy, compliance, and customer feedback. Refers unresolved or non-routine issues to the Manager.
FACTOR 3: Guidelines
Work is governed by ARR, DOT, FRA, FTA, AAR, and EPA, policies., including or in addition to regulations to include Tariffs, TMS manuals, 49 CFR, and Hazmat regulations. The incumbent must exercise judgment in situations where procedures are not clearly defined.
FACTOR 4: Scope and Effect
The role significantly affects ARRC operations, revenue, and service execution. Accuracy is critical to avoiding regulatory penalties and ensuring positive customer experiences. Confidentiality must be supported when overseeing proprietary information.
FACTOR 5: Personal Contacts
Regular contact with ARRC staff, vendors, consultants, and the public. Requires professionalism, strong people skills, and effective communication under pressure.
FACTOR 6: Physical Effort
Work is primarily sedentary with frequent use of a computer. Occasional outdoor work is required for trailer inventory.
FACTOR 7: Working Conditions
Primarily office-based with occasional exposure to outdoor conditions. Must work effectively under deadlines and time-sensitive tasks in fast paced environment with continually changing priorities. Requires strong multitasking and time management skills.
Required Qualifications
- High school diploma or GED
- Three years of administrative or clerical experience
- Experience with TMS or database systems
- Experience with hazmat documentation
- Able to type 40 WPM (Certificate Required)
- Valid driver’s license
- Advanced computer skills (Word, Excel, PowerPoint, Access)
- Excellent communication, organization, and time management skills.
- Availability to work a non-standard schedule in a 24/7 operation required, to include overtime, evening, weekends and holidays
- Associate degree or relevant logistics experience
- Experience in transportation, logistics, or freight operations
The above reflects only the more significant details for the performance of the job and is not intended to be all inclusive.
Salary : $27