Manager, Account Solutions

Founded in 1898 and headquartered in Chicago, IL, GATX Corporation (NYSE: GATX) is an industry leader with 125+ years of success—success that is powered by our people. We are proud of our high-performance culture, hard-working and enthusiastic management team, and beautiful office space in the Willis Tower.

At GATX, we hire the best and offer our employees a dynamic, energetic, collaborative environment to enable them to make an impact from day one. Enjoy the perks and benefits of a global company with the close-knit culture and community of a much smaller one. In the same way we strive to empower our customers to propel the world forward, we are dedicated to providing our people with the tools and resources they need to advance in their careers.

The Manager, Account Solutions, manages a regional team responsible for establishing, maintaining and managing the relationship with a portfolio of 175-250 customers accounting for approximately 23,000-30,000 cars and $7.50-10M in customer liability repair billing annually. The Manager is a coach handling their own portfolio accounts while also overseeing a team whose members each have a portfolio of accounts. The Manager also oversees all regional activities (aside from the sales function) involved in the management of customer-related service inquiries.

This position will have a material impact on not only GATX’s financial success, but also GATX’s ability to satisfy our customers and maintain our industry reputation as a leader in the railcar leasing market.

Qualified candidates who are currently Wells Fargo Rail employees will be given priority consideration over other external applicants.

People Management

• Manage a team of Account Solutions Leads/Senior Account Solutions Leads who are each responsible for a portfolio of customer accounts.
• Coach, teach and train existing employees and recruit, hire and on-board any new employees to their region.

Maintenance of Cars

• Respond to customer requests to shop for car compliance, bad order and Destroyed and Damaged Car Tracking (DDCT) incidents.
• Utilize Service Event Management system (SEM) to manage the shopping process.
• Analyze repair estimates and communicate customer liability charges to the customer.
• Serve as a liaison for researching, analyzing and communicating customer related rejects and defects to all appropriate parties.
• Monitor and utilize reports for shopping related issues.
• Assist team members as needed on requests to maintain customer cars.

Customer Inquiries

• Serve as main contact in dealing with our customers for all activities (outside the sales function) related to the management and utilization of the GATX leased railcar fleet.
• Consult with other GATX support departments when necessary to resolve customer requests.
• Ensure regional team consistently responds to customers accurately and in a timely fashion.

Regulatory Compliance

• Monitor and work with customers to keep cars in compliance per AAR regulations.
• Oversee regional efforts towards achieving regional and departmental compliance goals.

Data Accuracy

• Maintain Customer specifications by participating in comprehensive quarterly spec reviews with engineering and shop representation.
• Collaborate with customers to ensure requirements of the spec as it relates to linings, interior conditions, gaskets, fittings and is consistent with GATX standards.
• Review specs for all customers within region prior to spec’s approval process.
• Gather and maintain user provisioning information as it relates to mygatxrail.com.
• Manage customer contact and mailing addresses information for use with compliance mailings, invoicing, and global customer communications.
• Ensure that regional team maintains all their customer information.

Process Improvement

• Represent Account Solutions in cross-functional IT and continuous improvement projects as it relates to customers, internal systems, and GATX processes.
• Identify areas for improvements in GATX IT systems and internal processes to improve responsiveness to customers and streamline internal work.

• Bachelor degree (preferred); equivalent industry or customer facing experience acceptable
• 7-10 years of proven industry experience
• Extensive rail leasing industry knowledge
• People management experience preferred
• Demonstrated problem solving abilities
• Proven strong verbal and written communication skills
• Strong PC skills
• Some travel required, usually to visit customers or participate in customer-related events

This is a hybrid position which will require the employee to work in the office at least 3 days a week throughout the year.