Account Manager, Customer Excellence (Level II)

At Greenbrier, we do the hard work that matters. The Greenbrier Companies (NYSE:GBX) is powering the movement of products around the world as a leading designer, manufacturer and supplier of freight rail transportation equipment and services.

Greenbrier’s heritage of hard work and industrial innovation is celebrated at every level of our organization. We structure our business to support teams that deliver innovative solutions for our customers while positively impacting the world around us.

Greenbrier’s success begins with people. We believe in supporting our global workforce through our unwavering attention to Safety, Quality, Respect for People and Customer Satisfaction. Our Inclusion, Diversity, Engagement, Access and Leadership (IDEAL) commitment is rooted in these values, which lead to a culture where employees are engaged and feel good about coming to work every day.

Summary

The Account Manager, Customer Excellence Team, supports customer relationships and manages day-to-day account activities. This position analyzes customer and account information, coordinates solutions, resolves routine and moderately complex issues, and maintains consistent communication with customers and internal partners. The Account Manager, Customer Excellence Team, applies established account management practices and sound judgment to support customer satisfaction, account performance, and continuous process improvement.

Duties and Responsibilities

To perform this job successfully an individual must be able to perform the following essential duties satisfactorily. Other duties may be assigned to address business needs and changing business practices.

• Develop and maintain productive relationships with customers and internal stakeholders to support customer satisfaction and retention.
• Independently manage routine and moderately complex account activities, priorities, and customer communications within established practices.
• Analyze customer needs, account information, and service requirements to determine appropriate actions and coordinate solutions.
• Triage and research inbound customer inquiries in Salesforce, collaborating with internal functions to provide accurate and timely resolutions.
• Maintain regular communication with customers to ensure ongoing satisfaction.
• Provide support and coordination of asset programs and new car delivery programs, managing expectations and coordinating deliverables, and milestones.
• Resolve a variety of customer inquiries and service issues using sound judgment, established procedures, and available account data; escalate exceptions when appropriate.
• Collaborate with cross-functional teams and customers to coordinate account activities and support customer needs.
• Review customer and operational data to identify trends, support decisions, and improve the accuracy and efficiency of account processes.
• Maintain customer trust and confidentiality while handling account, operational, and other sensitive information.
• Address moderately complex customer concerns and coordinate communication plans with appropriate internal partners.
• Identify and recommend practical process improvements based on customer feedback, account trends, and recurring service issues.
• Document customer outcomes and success stories accurately and consistently.

Qualifications

The following generally describes requirements to successfully perform the assigned duties.

Minimum Qualifications

• Bachelor’s degree in business, communications, supply chain, or a related field, or an equivalent combination of education and relevant experience.
• Minimum of three (3) years of relevant demonstrated experience in account management, customer relationship management, customer service, or a related professional role.
• Strong written and verbal communication skills with the ability to build effective customer and cross-functional relationships.
• Ability to independently manage moderately complex assignments, prioritize competing demands, and deliver consistent results.
• Demonstrated analytical, problem-solving, and decision-making skills within established policies and practices.
• Ability to review data, identify trends, and use findings to support customer and operational decisions.
• Working knowledge of customer engagement, retention, inquiry resolution, and relationship management practices.
• Ability to adapt to established processes, recognize exceptions, and escalate matters appropriately.
• Proficiency with Microsoft Office applications and the ability to learn customer relationship management and business systems.

Preferred Qualifications

• Proficiency in Customer Relationship Management (CRM) software is a plus (Salesforce).
• Knowledge of railcar leasing and asset lifecycle management a plus.
• Ability to work on-site at our Lake Oswego, Oregon office; remote work from other locations may be considered based on business needs.

Work Environment and Physical Requirements

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• This position works remotely or in a hybrid arrangement based on the employee’s location and business needs.
• Work is performed in a professional office environment or an appropriate remote workspace with reliable internet access.
• The role routinely uses computers, video conferencing, phones, and other standard office equipment to communicate and collaborate with customers and internal teams.

Physical Activities and Requirements 

Frequency Key

Not Applicable: Activity is not applicable to this occupation

Occasionally: Occupation requires this activity up to 33% of the time (0- 2.5+ hours/day)

Frequently: Occupation requires this activity from 33% - 66% of the time (2.5- 5.5+ hours/day)

Constantly: Occupation requires this activity more than 66% of the time (5.5+ hours/day)

Working Postures

• Sit: Frequently
• Stand: Occasionally
• Walk: Occasionally
• Bend: Not Applicable
• Kneel/Squat: Not Applicable
• Crawl: Not Applicable
• Climb: Not Applicable
• Reach Forward: Occasionally
• Reach Upward: Not Applicable
• Handling/Fingering: Frequently

Lift / Carry Requirements

• 5-10 lbs: Not Applicable
• 10-25 lbs: Not Applicable
• 25-50 lbs: Not Applicable
• 50-75 lbs: Not Applicable
• 75+ lbs: Not Applicable

Push / Pull Requirements

• Up to 10 lbs: Not Applicable
• 10-25 lbs: Not Applicable
• 25-50 lbs: Not Applicable
• 50-75 lbs: Not Applicable
• 75+ lbs: Not Applicable

EOE including Vet/Disability

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Greenbrier makes reasonable accommodations in the application and hiring process for individuals with known disabilities, unless providing accommodation would result in an undue hardship. Any applicant believing that he or she may need reasonable accommodation for any part of the application and hiring process should contact Greenbrier Human Resources at careers@gbrx.com or call us at 503-684-7000.
 
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Email communication from The Greenbrier Companies (Greenbrier) will always come from a corporate email address that ends in @gbrx.com or from our applicant tracking system, iCIMS, after you have created a secure account and submitted your application. During the application process, you will create a secure account in our secure applicant tracking site that ends with “-gbrx.icims.com”. In this portal, we will ask you to provide your contact information, past employment history, education history and other job-related information.