Customer Solutions Specialist
Fa Eowa Saasfaprod1 Open · verified Oct 27, 2026 At a glance
Mid-level Solutions & Sales Engineering role at Fa Eowa Saasfaprod1. Jacksonville · full-time · no salary stated · we estimate $101,225–$170,000 across the United States.
Fa Eowa Saasfaprod1 has not published a salary for this role. The figure below is our estimate, not theirs.
growthroles summary, based on the employer's posting.
What you'll do
- Answer customer web inquiries and calls, read car movement records, and identify shipment or service problems
- Track service problems through resolution in Salesforce, involving field managers and operations when escalation is needed
- Keep customers updated on recovery steps and notify assigned accounts about curfews, holiday plans and derailments
- Review account service metrics and build plans to address recurring problems with internal partner teams
What you bring
- A bachelor's degree is required, along with less than one year in customer service or a related listed function
- You can use Microsoft Office and Salesforce, and communicate clearly in writing and conversation
- You can interpret shipment records, solve problems, and shift between tasks without losing work quality
Who this fits
This role suits an early-career customer service professional who can manage customer concerns and coordinate issue resolution. You’ll work on-site in Jacksonville and must be available for assigned shifts in a round-the-clock operation, including weekends.
From the employer
Job Summary
Interacts with CSX customers, responding to questions/concerns about shipments and the service CSX is providing. Serves as customer advocate within the organization. Researches and resolves customer issues and monitors progress. Communicates progress on service recovery and problem resolution to appropriate CSX business partners and the customer proactively. Documents service issues and provides written and oral responses to customers. Communicates tactical service plan changes to key and assigned customers ensuring the impact of changes are accurately and appropriately communicated.
Primary Activities and Responsibilities
- Respond to inbound web inquiries and phone calls from customers, interpreting car movement records and identifying problems.
- Document and coordinate the resolution of service issues utilizing Salesforce and working with Customer Service field managers, field operations, and others to escalate recurring service issues.
- Provide consistent and timely information to customers regarding the actions being taken to resolve service issues.
- Communicate with assigned or key customers regarding curfews, holiday plans, derailments, etc. in a proactive manner.
- Review service metrics for assigned or key accounts and develop comprehensive plans to address recurring service problems.
- Coordinate/communicate with Service Design, Customer Accounting, and Sales and Marketing on issues affecting assigned or key customers.
- Miscellaneous activities and responsibilities as assigned by manager
Minimum Qualifications
- Bachelor's Degree/4-year Degree
- Less than 1 year of experience in Customer Service, Customer Accounting, Customer Service Operations
Preferred Qualifications
- Bachelor's Degree/4-year Degree
- 1 or more years of experience in Project Management, Customer Service, Customer Accounting, Customer Service Operations dept.
Knowledge and Skills
- Microsoft Office skills (including Outlook, Word, and Excel)
- CSX Mainframe systems
- Knowledge of Salesforce
- Knowledge of ShipCSX electronic railroad shipment, placement, and tracking system
- Knowledge of CSX operating divisions and general operations
- Problem-solving skills
- Ability to multi-task and shift focus from one activity to another without impacting the quality of the work
- Written and oral communication skills
- Skill in interpreting non-verbal cues and in identifying underlying concerns and motivations
- Ability to be flexible and open to new ideas and change
Leadership
The CSX Leadership Model is the foundation of our Talent Strategy and is what drives CSX performance. CSX accordingly selects and develops talent based on each of the following: producing results, creating change, and inspiring excellence.
Job Requirements
- Different shifts as assigned in a 24 hour/7 days a week operation (incl working weekends)
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