JOB SUMMARY

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.

Receives a moderate level of guidance and direction. Solves a range of moderately complex problems. Leads projects of limited scope and portions of larger projects. Provides informal guidance to team members with less experience. Contributes to department objectives and outcomes as guided.

JOB DUTIES

• 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.

• Directs efforts to determine root cause of service failures.

• Facilitates efforts to identify service improvement opportunities.

• Establishes contacts with the Operations, Sales and Marketing, Service Design, and Revenue Management teams and has majority of customer contacts in KCS manifest network and must have peripheral understanding of intermodal network.

• Establishes the ability to work remotely for business continuity purposes.

• 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.

• Directs efforts to determine root cause of service failures.

• Facilitates efforts to identify service improvement opportunities.

• Establishes contacts with the Operations, Sales and Marketing, Service Design, and Revenue Management teams and has majority of customer contacts in KCS manifest network and must have peripheral understanding of intermodal network.

• Establishes the ability to work remotely for business continuity purposes.

• Exemplifies KCS Vision, Values, and Culture in each and every interaction with team, clients, and stakeholders.

BASIC QUALIFICATIONS

• 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

Required Skills Required Experience