Account Manager, Customer Excellence (Level II)

Greenbrier Leasing Company LLC is hiring an Account Manager, Customer Excellence to support customer relationships and manage day-to-day account activities. The role analyzes account information, coordinates solutions, resolves customer issues, and supports customer satisfaction, account performance, and process improvement.

Responsibilities:

• 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

Requirements:

• 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
• Proficiency in Customer Relationship Management (CRM) software is a plus (Salesforce)
• Knowledge of railcar leasing and asset lifecycle management a plus