*description*
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
- schedule availability (morning, afternoon and night shifts)
*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
*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 1887, 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 spirit; resilience in the face of adversity; and, willingness to challenge conventional wisdom. Building on that legacy, our culture is further defined by a new vision for the future and a core set of values - safety, customer focus, communication, teamwork, initiative & innovation, and diversity & civility. We believe that the way we do business is as important as the business we do.
In addition to a culture that allows employees to thrive, we encourage resourcefulness with an award, recognizing employees who see a problem (or opportunity), find a solution, and use whatever authority and resources are available to get a job done well - accomplishing what was previously thought could not be done.
If you want to do work that is creative and strategic, be heard, grow professionally, be valued by your employer, and know that you are making an important contribution to an essential industry, a global supply chain, and the larger economy, kansas city southern may be the place for you.