This position optimizes the handling of incoming calls and transaction processing within the customer solution center operation. It serves as the primary KCSR contact and is responsible for managing professional and effective communications with customers. This position coordinates efforts of meeting the company objective of providing superior customer service with emphasis on the transportation product and customer expectations and understands service expectations versus service delivered.
Accountabilities
- Works directly with product owners to ensure the appropriate assets, CIs and related attributes are available within the Asset and Configuration Management Database.
- Stays current on railroad operations that may impact customer operations and the level of service provided to the customer.
- Direct efforts to determine root cause of service failures.
- Facilitate efforts to identify service improvement opportunities.
- Establishes contacts with the Operations, Sales and Marketing, Service Design, and Revenue Management teams.
- Has majority of customer contacts in KCS manifest network and must have peripheral understanding of intermodal network.
- 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 two (2) 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 criticall
📌 Ejecutivo/a de Cuenta Jr (Monterrey)
🏢 CPKC
📍 Monterrey
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