**Job Summary**
This position is responsible to manage our customer support and provide internal and external customers' clear expectations of the service they receive and all the knowledge on business practices and processes to ease our customer transactions while addressing customer demands/service concerns throughout the organization.
This role must search for solutions if there is a frequent service deviation along with the involved parties or process owners, and represent KCSM Customer Solutions in customer meetings, internal operative conferences etc.
**Job Duties**
- Oversees service delivery to our customers ( internal and external), working in conjunction with different areas among the organization.
- Supervises the Customer Solutions Center per business segment and support escalation matters and also participates actively in conferences, meetings.
- Provides guidance in service process and transactions to hold business with KCS.
- Creates Key Performance Indicators reporting for the Customer Solutions Center.
- Monitors the key indicators per business and status of the networks to communicate to the customer base whenever there is an impact or variance on the service established.
- Attends to other areas commercial or operative as needed.
- 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 five (5) years of relevant professional experience, or equivalent combination of education and experience
**Preferred Requirements**
- Good understanding of railroad or transportation business or logistics.
**Essential Functions**
- Willing to travel - short travels and work nonstandard work schedules.
Reachable any time.
- Shift work and on-call responsibilities are 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.
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.
**Required Skills**:
Required Experience