Wheeling & Lake Erie | Customer Support Specialist (WLE-0099)

Wheeling & Lake Erie Railway (W&LE) is one of the largest regional railroads in the United States and the largest in Ohio, operating 840 miles of track across Ohio, Pennsylvania, and West Virginia. Founded in 1871 and headquartered in Brewster, Ohio, W&LE provides safe, reliable freight transportation service to a diverse customer base through a network connected to major Class I and regional railroads.

Wheeling & Lake Erie Railway is seeking a proactive, detail-oriented Customer Support Specialist to join our Customer Support team.

This is not a traditional customer service role. Customer Support Specialists work at the center of railroad operations, connecting customers, train crews, Operations, Commercial, and connecting railroads to keep freight moving and customers informed. Successful team members proactively monitor shipments, investigate issues, communicate service updates, and coordinate solutions to deliver an exceptional customer experience.

The ideal candidate is organized, dependable, customer-focused, and enjoys solving problems in a fast-paced environment where priorities can change quickly.

• Serve as a primary point of contact for customers regarding rail service, shipment status, and operational inquiries.
• Proactively monitor shipments and communicate timely service updates.
• Investigate service issues and coordinate solutions with internal departments and connecting railroads.
• Build strong customer relationships through responsive and professional communication.
• Support railcar, train, and shipment tracking activities.
• Prepare, maintain, and review operational and customer information within railroad systems.
• Research and resolve data discrepancies, shipment exceptions, and service concerns.
• Collaborate with Operations, Commercial, and other departments to support customer needs and service performance.

• High school diploma or equivalent required.
• Strong written, verbal, and interpersonal communication skills.
• Strong computer skills and the ability to learn multiple software applications.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong organizational, analytical, and problem-solving skills.
• Ability to work independently while collaborating effectively with internal and external stakeholders.
• Commitment to providing outstanding customer service.

• Experience in customer service, logistics, transportation, railroad operations, dispatching, supply chain, manufacturing, or a related field.
• Experience working in a time-sensitive operational environment.
• Associate's degree, bachelor's degree, or equivalent combination of education and experience.
• Experience using business, transportation, or logistics software systems.

Railroad experience is not required for the right candidate.

• Play a key role in supporting the movement of freight throughout our rail network.
• Work closely with customers, railroad operations, and commercial teams.
• Join a collaborative team focused on service, safety, and operational excellence.
• Gain experience in the transportation and logistics industry with opportunities for growth and development.

This position operates in a fast-paced railroad environment supporting a 24/7 transportation network. Flexibility to work various shifts, including nights, weekends, and holidays, may be required based on business needs.

Wheeling & Lake Erie Railway is an Equal Opportunity Employer and is committed to providing safe, reliable rail service through a workforce dedicated to safety, teamwork, and operational excellence.