**Description**
This position optimizes the handling of incoming calls and transaction processing within the customer solution center operation.
It maximizes customer satisfaction by analyzing and reacting to information regarding delay advisories and personally delivers resulting advisories.
This position possesses advanced understanding of KCS train network and Management Control System (MCS) and customers' needs and advices regarding origins and destination lanes and what trains they would take, along with understanding their common transportation pitfalls.
It establishes highly effective working relationships with customers while efficiently and independently addressing all service question and serves as a working leader on the team while overseeing work quality and training.
This position communicates and assigns workload as needed and provides customer overviews to the covering analyst prior to weekends, vacations or holidays.
**Accountabilities**
- Responds to and resolves Asset and Configuration Management related incidents within the ITSM tool.
- Monitors and analyzes the KCS network and customer supply chains to provide proactive customer delay advisories.
Examples include daily network overviews, track maintenance, any mixed destination intermodal loads, or leaning intermodal loads, bad orders, non-customs cleared shipments, derailments, Acts of God, or change to service schedules.
- Acts as advocate on behalf of the customer with transportation department and third parties.
Provides internal information and updates collaborates to prioritize traffic flows and attends Engineering's track maintenance meetings.
Resolves issues with foreign railroads on billing or loading issues.
- Manages systems used within Customer Solutions Center such as MCS and other feeder systems.




Utilizes multiple websites to document, move, or update shipments.
- Exemplifies KCS Vision, Values, and Culture interactions with coworkers, business partners, customers and stakeholders.
**Required**
- Bachelor's degree from an accredited university or college, preferably in a job related major field of study
- Minimum five (5) years of relevant professional experience, or equivalent combination of education and experience
**Working Conditions**
- Shift work is an essential function of this job.
Employees must have the ability and willingness to support critically important railroad operations 24 hours per day/7 days per week, working various shifts as assigned.
Schedule assignments may include after-hours, weekends and holidays.
- On-call responsibilities are an essential function of this job.
Employees must have the ability and willingness to support operations of critically important systems and/or processes 24 hours per day/7 days per week.
On-call assignments may include after-hours, weekends and holidays.
- This position may require mínimal travel up to 10% of the time.
**We Offer**
- Complete health and welfare benefits package
- Competitive salary
- Incentive plan
- Vacation plan
**Additional Information**




**CPKC** reaffirm our declaration of commitment to labor equality and non-discrimination by explicitly declaring the prohibition of requesting medical test of non-pregnancy and HIV as requirements for employment.
Through the previous statement, it is allowed to be known to our internal and external applicants through our publications of vacant positions, providing an inclusive environment for all applicants, however, in critical roles that involve security for our environment, specific tests may be taken for some positions, which is established by the government, we compromise to guarantee a safe and secure environment with zero tolerance for discrimination, aligned with our principles of labor equality and non-discrimination.
**EEO Statement**
We value a culturally diverse workforce and are proud to be an equal opportunity employer while providing reasonable accommodations for all employees.
All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, gender identity, sexual orientation, national origin, disability status, protected veteran status, or any other legally protected basis, in accordance with applicable law.
The talent selection process for vacant positions at Kansas City Southern de México, S.A. de C.V. (KSCM) is governed by the principles established in its Labor Equality and Non-Discrimination Policy, in accordance with the provisions of section III of Article 1 of the Federal Law to Prevent and Eliminate Discrimination (LFPED), and applies to applicants internal and / or external alike.
In addition, KCSM does not request clinical tests and / or desk tests from applicants as part of the decision-making process during selection.
**Company Overview**
In ****, Arthur Stilwell constructed a north-south railroad while others were heading east and west, setting the tone for a century-old legacy of outstanding vision; entrepreneurial spiri

📌 Ejecutivo/A De Cuenta Sr. / Analyst Iii, Customer (Monterrey)
🏢 CPKC
📍 Monterrey