Customer Solutions Rep

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Job description

Description
This position optimizes the handling of incoming calls and transaction processing within the customer solution center operation. It coordinates a broad scope of responsibilities associated with customer communications, customer satisfaction, and quality assurance. Learns railroad fundamentals including Operations, Sales and Marketing, Service Design, e-Commerce, Revenue Management, and KCS tariffs. This role uses KCS systems and interacts with union personnel for customer billing updates.

Receives instruction, guidance, and direction from others. Uses existing procedures to solve routine or standard problems. Works on sub portions of projects using knowledge developed through education or experience. Contributes to specific objectives and outcomes as directed.

Accountabilities

Analyzes data required to support various asset management projects.
Answers customer calls and emails promptly within planned tolerance levels and response times.
Communicates effectively with the customer and other internal and external contacts in a courteous and professional manner.
Manages the Overload Worklist. Will inform other railroad or customer of any overload. Will work to confirm weight, divert, or reduce, as necessary.
Administer Letters of Authorization (LOA): solicits renewals, updates Salesforce database with any new LOA.
Understands rules for non-acceptance of diversion requests.
Exemplifies KCS Vision, Values, and Culture in each and every interaction with team, clients, and stakeholders.

Ideal Candidate Qualifications:
Required

Bachelor's degree from an accredited university or college, or enrolled in an accredited program with less than one year until graduation
or equivalent combination of education and experience

Preferred

Experience working in a team environment
Railroad or transportation experience
Bilingual (Spanish)

Working Conditions

Shift work is an essential function of this job. Employees must have the ability and willingness to support mission critical 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 mission critical 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 minimal travel up to 10% of the time.

We Offer:

Complete health and welfare benefits package
Competitive salary
Incentive plan
Railroad Retirement benefits
401k savings
Leave/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.

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 byyour 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.