Freight Customer Service Representative (ARRC ARW Employees Only - Alaska Railroad)

Freight Logistics Coordinator

Responsible for a wide variety of freight logistics functions, revenue generation, and data analysis in support of ARRC Freight Customers and 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, waybilling, processing of bills of adding 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 efficient service delivery. It also ensures adherence to regulatory requirements (FRA Title 49 CFR, AAR, and EPA), supports issue resolution, and proactively communicates service changes and disruptions.

Maintains strong relationships with customers by responding to inquiries and complaints in a timely and professional manner. Uses the Transportation Management System (TMS) to accurately document and track all freight transactions. Prepares and relay 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 regarding shipments. Coordinates intermodal services (COFC / TOFC) across terminals and manage 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. Reviews and analyze data to solve customer problems and provide solutions. Create and distribute scheduled and ad hoc reports for internal and external stakeholders.

Ensures compliance with hazardous materials regulations; properly document and archive hazmat documentation. Process and verify accuracy of customer shipment data. Audits TMS entries to validate correct revenue charges. Works with Freight Accounting to ensure accurate revenue recognition and application of ancillary charges. Provides tariff rates and charge schedules to customers. Enters contract agreement rates and document daily, weekly, and monthly revenue for various services (e.g., storage, switching).

Assists in documenting departmental processes and procedures to improve efficiency. Communicates effectively with colleagues to ensure operational continuity. Provides timely feedback to management on service issues or customer concerns.

Audits and log TOFC trailers stored in the yard and document those loaded to railcars. Report any unsafe conditions to appropriate personnel. Supports other team tasks and perform additional related duties to meet department goals.

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 operations and interdepartmental coordination. Strong analytical, organizational, and communication skills. Intermediate proficiency in MS Office Suite (Word, Excel, Access, PowerPoint). Ability to compile data, create reports, and manage documentation. Knowledge of proper grammar, punctuation, and professional communication. Typing speed of at least 40 WPM preferred. Must hold a valid driver's license and be capable of operating a motor vehicle.

Reports to the Manager, Freight Customer Service. Works independently on routine to complex assignments. Work is reviewed based on results, accuracy, compliance, and customer feedback. Refers unresolved or non-routine issues to the Manager.

Work is governed by DOT, FRA, FTA, AAR, EPA, and ARRC policies. Additional references include Tariffs, TMS manuals, 49 CFR, and Hazmat regulations. The incumbent must exercise judgment in situations where procedures are not clearly defined.

The role significantly impacts ARRC operations, revenue, and service execution. Accuracy is critical to avoiding regulatory penalties and ensuring positive customer experiences. Confidentiality must be maintained when handling proprietary information.

Regular contact with ARRC staff, vendors, consultants, and the public. Requires professionalism, strong interpersonal skills, and effective communication under pressure.

Work is primarily sedentary with frequent use of a computer. Occasional outdoor work is required for trailer inventory.

Primarily office-based with some exposure to outdoor conditions. Must work effectively under deadlines and time-sensitive tasks. Requires strong multitasking and time management skills.

High school diploma or GED required. Associate degree or relevant logistics experience preferred. Two years of administrative or clerical experience required. Experience in transportation, logistics, or freight operations preferred. Experience with TMS or database systems highly preferred. Advanced computer skills (Word, Excel) required. Experience with hazmat documentation or handling preferred. Excellent communication, organization, and time management skills. Able to type 40 WPM preferred. Valid driver's license required. Availability to work a non-standard schedule in a 24 / 7 operation.

Alaska Railroad Corporation is an equal opportunity employer.