Proactive Customer Response Team Member

Description

About PTI – Where the RIGHT way is the SAFE way:

Professional Transportation, Inc. has been providing crew transportation services for railroads since 1980 and has an industry reputation for providing quality, reliable, and safe crew transportation services. Much like a shuttle service, PTI receives around-the-clock requests from our railroad customers to pick up and drop off train crews. PTI dispatchers match up drivers with these trips and the drivers safely transport the crews to their destinations. 

PURPOSE OF JOB:

The Proactive Customer Response Team Member proactively monitors customer communications and operational systems to identify potential service issues before they escalate. This role supports on-time performance by ensuring driver activity and late-trip risks are promptly identified, documented, and escalated to the appropriate Regional Logistics Manager for resolution.

Why Join PTI?

Comprehensive Benefits Package:

• Multiple health plan options, including medical, dental, vision, and supplemental insurance
• Paid vacation, sick time, and holiday pay, with overtime opportunities
• 401(K) retirement plan for your future
• On-the-job training—no prior experience required!

Perks & Discounts:

• Discounted cell phone plans with Verizon and AT&T
• Free Planet Fitness membership (Evansville, Henderson, Owensboro locations)

Career Growth:

• Room for advancement within a rapidly expanding company
• Flexible scheduling options available

Responsibilities:

• Customer Communication Monitoring - Proactively monitor customer chats through communication platforms.
• Late-Trip and On-Time Performance Monitoring - Proactively monitor the Late Trip Monitor to identify trips at risk of delay.
• Identify unresponsive drivers, delayed logins, late trips, and other conditions that could result in a service interruption.
• Communicate potential service risks quickly and accurately to support timely intervention.
• Escalation Management and Coordination
• Direct customer and operational escalations to the appropriate Manager and provide them with clear, accurate, and complete information regarding the issue requiring attention.
• Provide thorough shift handoffs regarding open concerns, unresolved issues, and trips requiring continued monitoring.
• Identify recurring service issues or trends and communicate them to leadership for further review.

This does not necessarily list all responsibilities, duties, requirements or efforts associated with the job. While this list is intended to be an accurate reflection of the job, the company reserves the right to review and modify the functions, duties and requirements of the job or to require that additional or different tasks be performed as circumstances or business needs requires.

Requirements

Our ideal candidate would have:

Education:

• High School Diploma or GED required.

Experience:

• Experience in logistics, transportation, dispatch operations, or a related field, with demonstrated progressive responsibility and the ability to work independently. 
• Experience with dispatch coordination, crew transportation, railroad operations, or logistics planning preferred. 
• Experience using dispatching software, transportation management systems, GPS tracking platforms, or similar technology preferred. 
• Experience with Lean principles, continuous improvement methodologies, or process improvement initiatives preferred.

Other Knowledge, Skills, Abilities, & Competencies:

• Strong verbal and written communication skills, with the ability to understand and communicate both general and technical information. 
• Ability to provide clear, concise instructions and direction, including over the telephone. 
• Strong problem-solving, critical-thinking, and troubleshooting skills. 
• Ability to analyze, prioritize, and manage multiple tasks in a fast-paced environment. 
• Ability to work independently, exercise sound judgment, and make timely decisions. 
• Basic mathematical skills. 
• Basic proficiency with computer systems and technology. 
• Valid driver’s license required.

AAP/EEO Statement

Equal Opportunity Employer/Drug-Free Workplace: PTI is an Equal Employment Opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, age, sex, pregnancy, religion, national origin, ancestry, medical condition, marital status, gender identity citizenship status, veteran status, disability, or veteran status. PTI has a Drug-Free Workplace Policy in effect that is strictly adhered to.