Freight Customer Service Representative; ARRC ARW - Alaska Railroad

Overview

Please 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 January 27, 2026, 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 February 4, 2026, and will be considered open to all other applicants.

Responsible for a wide variety of freight logistical functions, revenue generation, and data analysis in support of ARRC Freight Customers and internal 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.

• Maintains strong working relationships with customers by responding to inquiries and concerns in a prompt and professional manner. Uses the Transportation Management System (TMS) to accurately document and track all freight transactions. Prepares and relays 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 about shipments.
  
  Coordinates intermodal services (COFC/TOFC) across terminals and manages 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. Review and analyze data to solve customer problems and provide solutions. Create and distribute scheduled and ad hoc reports for internal and external stakeholders.
• 40%:
  Ensures compliance with hazardous materials regulations and proper documents and archives hazmat documentation. Process and verify accuracy of customer shipment data. Audits TMS entries to confirm correct revenue charges. Works with Freight Accounting to ensure correct revenue generation and application of ancillary charges. Provides tariff rates and charge schedules to customers. Enter contract agreement rates and document daily, weekly, and monthly revenue numerous services
• 40%:
  Aid in documenting departmental processes and procedures to improve efficiency. Communicate effectively with colleagues to ensure operational continuity. Provides prompt feedback to management on service issues or customer concerns.
• 15%:
  Audits and log TOFC trailers stored in the yard and document those loaded to railcars. Report any unsafe conditions to proper personnel. Supports other team tasks and perform other related duties to meet department goals.
• 5%: FACTOR 1:
  Knowledge Required - Understanding 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 freight operations and interdepartmental coordination. Strong analytical, organizational, and communication skills. Intermediate proficiency in MS Office Suite (Word, Excel, PowerPoint, Outlook). Ability to compile data, create reports, and manage documentation.
  
  Knowledge of proper grammar, punctuation, and professional communication. Typing speed of at least 40 WPM. Must hold a valid driver’s license and be capable of operating a motor vehicle.
• 5%: FACTOR 2:
  Supervisory Control - Reports to the Manager, Freight Customer Service. Works independently on routine to complex assignments. Work is reviewed for results, accuracy, compliance, and customer feedback. Refers unresolved or non-routine issues to the Manager.
• 5%: FACTOR 3:
  Guidelines - Work is governed by ARR, DOT, FRA, FTA, AAR, and EPA policies, including regulations such as Tariffs, TMS manuals, 49 CFR, and Hazmat regulations. The incumbent must exercise judgment in situations where procedures are not clearly defined.
• 5%: FACTOR 4:
  Scope and Effect - The role significantly affects ARRC operations, revenue, and service execution. Accuracy is…