Customer Service Representative 

LOCATION: Watertown / New York (US-NY), United States | BRAND: New York Air Brake | REQUISITION ID: 6191 | JOB GRADE: 10  | ON-SITE/REMOTE: Hybrid 


Since 1890, New York Air Brake has been an innovative leader in the heavy-haul railroad industry. As a member company of Knorr-Bremse –the world’s leading manufacturer of braking systems for rail and commercial vehicles--New York Air Brake is recognized worldwide as a Center of Competence for heavy-haul freight railroad control systems. From multiple locations, we serve customers across the United States, Canada, and Mexico—reaching clear across the globe to South America, Africa, the Middle East, China, and Australia. Our talented, diverse, and dedicated teams develop innovative solutions to the challenges facing our customers. Join us in our next steps.



Customer Service Representative



Prepares, reviews and books customer orders/revisions to orders.


Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the

essential functions.

  • Enter and maintain customer sales orders. Identify any differences in customer PO with that of customer contract. Negotiate and resolve identified differences with customer. Ensure correctness of sales order entry into SAP. Coordinate customer demand with NYAB SCM and Operations team as needed to obtain and maintain ability to deliver KPI at 95%.
  • Respond to customer inquiries regarding pricing, material, availability, order status and shipment tracking, etc. Maintain customer web-based portals as needed.
  • Achieve assigned sales goals within assigned time frame and within assigned pricing parameters.
  • Assist in the management of customer accounts by reporting on customer lead time variances, ordering history and trends, delivery performance KPIs, and customer pricing. Develop reports, documentation and analysis for use by NYAB / KBL Management, Operations, Sales Representatives, and customers as needed.
  • Develop and maintain a thorough understanding of customer ordering systems (customer reports, lead time requirements, forecast tools, delivery performance metrics, etc.) through customer contact, visitations, use of customer web portals, etc.
  • Assist customer account managers in the development of price quotations and annual contracts. Develop a thorough understanding of NYAB / KBL contract review and PLUPS requirements. Provide sales reports as required.
  • Provide assistance in other assigned tasks as required.
  • Must understand and support all Quality, Product Safety, and Health/Safety/Environmental/Energy policies.
  • Must understand and adhere to all relevant statutory or regulatory compliance obligations.
  • Must understand, support and adhere to the Integrated Management System policies, procedures and instructions.
  • Must understand and support relevant key performance indicators (KPIs), as defined in the goal tree.


Skills and Competencies

  • Strong interpersonal and communication skills.
  • Strong bias for action/be proactive and customer focused
  • Be able to interact with a wide variety of customers and situations
  • Strong MS Office Suite capabilities.
  • Customer Orientation - Is about demonstrating service and relationship-orientation toward internal and external customers, satisfying their needs and generating mutually satisfactory solutions.
  • Communication Skills - Comprises the ability to speak, present, write, listen and distribute information effectively and create an environment for open communication.


Supervisory Responsibility

This position has no supervisory responsibilities.


Work Environment

The employee will be required to perform duties on a computer terminal. The employee may be

exposed to shop floor conditions, i.e. noise, heat, cold, dust/dirt etc.


Physical Demands

The physical demands are representative of those that must be met by an employee to

successfully perform the essential functions of an office work environment position.


Required Education and Experience

  • Associates Degree in Business
  • 0-2 Years of Relevant Experience


Additional Eligibility Qualifications

  • All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.


Base Pay Range

The base pay range for this role is $46,880- $66,218 USD. The company reasonably expects to pay within that range, however, New York Air Brake considers several factors when extending an offer, including but not limited to, the role and associated responsibilities, a candidate’s work experience, location, education/training, and key skills.






From Engineering to Test Laboratory; Manufacturing & Skilled Machine Operation to Sales and Marketing; Field Service to Customer Service; Quality to HR to Finance to Software Development, our team-based approach is built on inclusion, opportunity, development, social responsibility and rewards. You are afforded the chance to grow personally and professionally through challenging assignments, commitment to continuing education, exposure to a variety of projects, and international travel. Our benefits are cutting edge as we offer student loan repayment assistance, lucrative 401k program, company assisted stock purchase plan, tuition reimbursement, wellness program, onsite workout facilities & classes along with competitive salary and incentive compensation, generous paid time off programs and a full array of medical, dental and vision options. We’ve got the right stuff, do you? Let’s find out together.


Then join us! We look forward to receiving your online application!


New York Air Brake LLC is an Equal Employment Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

Nearest Major Market: Watertown