Tactical Cleaning Acquisition LLC

Compensation

Full Description

Job Title: Customer Service Manager Last Update: August 2025 FLSA Status: Exempt Manager: COO • *This position is 100% Remote** The Customer Success Manager (CSM) is responsible for building and maintaining strong relationships with customers in the railcar services industry. This role ensures customer satisfaction, supports account growth, and serves as the primary point of contact for railcar cleaning, storage, and sublease services. The CSM focuses on understanding customer needs, addressing concerns, and coordinating with internal teams to deliver seamless service. The role can be performed remotely or from the corporate office, depending on candidate preference and business needs. Essential Duties and Responsibilities: • Serve as the primary point of contact for assigned customers, addressing inquiries, issues, and requests promptly. • Develop a deep understanding of customer operations, needs, and goals to provide tailored solutions. • Coordinate with operations, storage, and sublease teams to ensure timely delivery of services. • Monitor customer account health, track service usage, and identify opportunities for improved efficiency or additional services. • Provide proactive communication regarding railcar scheduling, cleaning, storage, and sublease activities. • Assist in onboarding new customers and guiding them through company processes and procedures. • Collect customer feedback and share insights with leadership to support service improvements. • Track and report on customer satisfaction metrics and account performance. • Support contract renewals, service agreements, and billing inquiries in collaboration with the sales team. • Build long-term relationships to enhance customer retention and loyalty. Core Competencies: • Customer Focus – Prioritizes customer needs and ensures a positive experience. • Communication – Clearly conveys information and expectations to both customers and internal teams. • Problem Solving – Identifies issues quickly and develops effective solutions. • Organization – Manages multiple customer accounts efficiently. • Collaboration – Works closely with internal departments to deliver seamless service. • Analytical Thinking – Tracks customer trends and provides actionable insights. Qualifications: • 3+ years of experience in customer service, account management, or customer success; experience in rail, logistics, or industrial services preferred. • Strong communication, interpersonal, and organizational skills. • Proficiency with CRM systems (Salesforce, HubSpot, or similar) and Microsoft Office Suite. • Ability to manage multiple accounts, prioritize tasks, and meet deadlines. • Knowledge of railcar operations, tank cleaning, or storage processes is a plus. • Bachelor’s degree in business, communications, or related field preferred. Work Environment: • Primarily remote-based, with some coordination required with operations and management team. • Professional setting emphasizing accuracy, timeliness, and accountability. • Regular virtual collaboration with customers, operations, and leadership teams. A job description does not list the entire job duties a manager may occasionally ask an employee to perform. An employee’s evaluation is based, in part, upon their performance of tasks listed and other duties that may be assigned. Management reserves the right to revise the job description from time to time. This job description is not a contract of employment and either the employee or the employer may terminate the job at any time for any reason. We are an Equal Opportunity Employer