**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.
- Embrace the use of the systems, as the CRM New Salesforce to register all customer transactions as well and Amazon Connect (calls systems), these are the tools for register all customer interaction and should meet the eficiency and productivity targets.
- Work in a collaborative manner with cross-trainning and support crossfunctional activities across all CPKC NSC Centers to support customers (external and internal)
- 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
- Bilingual, (English and Spanish)
**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