Freight Customer Service Representative (ARRC ARW Employees Only Alaska Railroad) at State of Alaska

Job DescriptionPlease note that for the first six calendar days of this posting it is only open to ARW represented employees. If during the initial six days which ends on December 10 2025 a qualified ARW represented employee(s) applies it shall be awarded in accordance with Section 52.06 of the ARW Collective Bargaining Agreement (CBA). If there are no successful ARW represented bidders this posting shall be extended to December 16 2025 and will be considered open to all other applicants.PURPOSE OF POSITION: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.Duties and Responsibilities: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.FACTOR 1: Knowledge RequiredUnderstanding 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 drivers license and be capable of operating a motor vehicle.FACTOR 2: Supervisory ControlReports 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.FACTOR 3: GuidelinesWork 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.FACTOR 4: Scope and EffectThe 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.FACTOR 5: Personal ContactsRegular contact with ARRC staff vendors consultants and the public. Requires professionalism strong interpersonal skills and effective communication under pressure.FACTOR 6: Physical EffortWork is primarily sedentary with frequent use of a computer. Occasional outdoor work is required for trailer inventory.FACTOR 7: Working ConditionsPrimarily office-based with some exposure to outdoor conditions. Must work effectively under deadlines and time-sensitive tasks. Requires strong multitasking and time management skills.Minimum QualificationsHigh 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 drivers license required.Availability to work a non-standard schedule in a 24/7 operation.The above reflects only the more significant details for the performance of the job and is not intended to be all inclusive.Additional Required InformationPlease be sure to include any REQUIRED AND DESIRED QUALIFICATIONSin yourAPPLICANT PROFILE. If using work experience not already documented in your application also provide the employer name your job title dates of employment and whether full- or part-time. Your application will be closely reviewed to determine if the responses are supported and minimum qualifications are clearly met.If they are not the applicant will not advance to the interview and selection phase of the recruitment.IFyou are selected for an interview then you MUSTbe able to submit a copy of a current driving record that reflects the pastthree (3) years of driving history.The State of Alaska DMV Driving Records are available online: InformationWORKPLACE ALASKA APPLICATION QUESTIONS & ASSISTANCEQuestions regarding application submission or system operation errors should be directed to the Workplace Alaska hotline at 1- (toll free) or if you are located in the Juneau area. Requests for information may also be emailed to.For applicant password assistance please visit: Railroad Human Resources DepartmentE-Mail:Mailing Address: P.O. Box 107500 Anchorage AK 99510-7500Street Address: 327 West Ship Creek Anchorage AKFax Number: Alaska Railroad Corporation is an equal opportunity employerRequired Experience:Unclear Seniority Key Skills Typing,Data Entry,Customer Service,Basic Math,Computer Skills,Windows,Banking,Upselling,Pricing,Sanitation,Cash Handling,Stocking Employment Type : Full-Time Experience: years Vacancy: 1