Kansas City Southern Railway Customer Solutions Analyst I in Kansas City, Missouri
Customer Solutions Analyst I
The Customer Solutions Center Analyst I has a broad scope of responsibilities associated with customer communications, customer satisfaction, and quality assurance. The Analyst will learn railroad fundamentals: Operations, Sales and Marketing, Service Design, e-Commerce, Revenue Management, and KCS tariffs, begin use of KCS systems, and interact with union personnel for customer billing updates.
Bachelor’s degree or 2 years equivalent work-related experience
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 per KCS 9213.
Work is primarily achieved by individual through project teams
Requires the application of expertise in professional area(s) to achieve results
Progression reflects increasing depth of professional knowledge, project management and ability to influence others
Entry into professional track with knowledge of fundamental concepts
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
Assists others with projects in order to gain knowledge
Leads projects of limited scope
Contributes to specific objectives and outcomes as directed
Supports the achievement of goals through personal effort in own team
The duties listed are representative of the job; however, it in no way states or implies that these are the only duties a person may be required to perform. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or is an essential function of the position.
We are proud to be an EEO/AA employer/Veteran/Disabled. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
Kansas City, Missouri, United States