Ejecutivo/a de Cuenta Jr / Analyst II, Customer Solutions MX

CPKC; Monterrey; Presencial; MXN 201.000 - 290.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health & welfare benefits

Salary with incentive plan

Vacation plan

Descripción de la vacante

CPKC is seeking a Customer Solutions Center professional in Monterrey to optimize incoming calls and process transactions. The role serves as the primary customer contact and ensures professional communications, aligning service delivery with customer expectations.

Working across Operations, Sales, Marketing, and Service Design, you will stay informed on railroad operations affecting customers and contribute to service improvements while supporting 24/7 operations and occasional travel.

Formación

• Bachelor's degree from an accredited university or college.
• Minimum two years of relevant professional experience.

Responsabilidades

• Serve as primary contact for KCSR customers and manage professional communications.
• Coordinate with cross-functional teams to resolve issues and maintain service quality.
• Identify root causes of service failures and drive continuous improvement.
• Collaborate with Operations, Sales and Marketing, Service Design, and Revenue Management.

Conocimientos

Customer service

Communication

Educación

Bachelor's degree

Descripción del empleo

Canadian Pacific (CP) and Kansas City Southern (KCS) are now CPKC. As the only truly North American railway, we are making big moves! Drawing on our strong foundations and heritage, CPKC moves essential goods across our 20,000-mile network to support economic growth throughout Canada, the U.S. and Mexico. Be a part of history as we connect a continent and create exciting career opportunities across our new transnational network. Visit cpkcr.com to learn about the CPKC advantage, our purpose and culture.

Description

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.

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.
• Exemplifies KCS Vision, Values, and Culture interactions with coworkers, business partners, customers and stakeholders.

Ideal Candidate 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

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 minimal 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, or any other legally protected basis, in accordance with applicable law. The talent selection process for vacant positions at CPKC is governed by the principles established in its Labor Equality and Non-Discrimination Policy, and applies to all applicants internal and external alike. In addition, clinical tests and background check are not part of the final decision-making process during selection.