North American Locomotive Customer Experience Leader, NS

Westinghouse Air Brake - Roanoke, VA

Full-time - Entry Level

Remote - Roanoke, VA

10,001+ employees

Merchant Wholesalers, Durable Goods

About the position

The position serves as the single point of contact for non-technical customer support needs within the Wabtec Freight portfolio. The role focuses on achieving customer loyalty through excellent service and consistent performance, while also driving improvements in customer satisfaction and operational efficiency.

Responsibilities

• Act as the single point of contact for non-technical customer support across the Wabtec Freight portfolio.
• Field customer questions and provide timely answers using a professional network.
• Address customer complaints and solve related problems proactively.
• Lead efforts to improve Wabtec's overall performance as measured by the customer's vendor scorecard.
• Drive on-time delivery and reduce past due services parts and components.
• Participate directly with customers in support of customer-led initiatives.
• Foster working relationships with customer stakeholders to encourage participation in Wabtec-led initiatives.
• Ensure compliance and upkeep of the Customer Portal.
• Report on and reclaim sales where market share has been lost over time.
• Participate in commercial deal review processes and provide input.
• Drive timely follow-up and closure of WIM/QER/Reliance cases.
• Support contract and pricing functions as needed.

Requirements

• Experience with Customer Service or Inside Sales.
• Robust professional network and willingness to grow it continuously.
• Demonstrated passion for Customer Satisfaction.
• Familiarity with available performance data and data-driven decision making.
• Relentless pursuit of answers on behalf of customers.
• Experience with ERP systems such as Oracle or SAP.
• Ability to work independently and as part of a team.
• Excellent written and verbal communication skills in English and local language.
• Ability to manage time effectively and prioritize work to meet deadlines.
• Accustomed to working unsupervised and under pressure.

Nice-to-haves

• Fluent in English.
• Highly organized.
• Influencing skills.
• Project Management experience.
• Oracle expertise.
• Six Sigma Green Belt or Lean Training.

Benefits

• Health insurance coverage.
• Retirement savings plan.
• Paid time off for volunteering activities.
• Paid holidays.