Ejecutivo/a de Cuenta Jr / Analyst II, Customer Solutions MX Código de seguimiento - Descripción del trabajo 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. Description As the Customer Service Analyst, you are a vital link between CPKC and its customers. Through timely response to customer inquiries, you will deliver world-class service, expertly resolving inquiries and issues, and proactively identifying solutions that enhance customer experience. Through every phone or email interaction with customers, you will foster positive relationships, manage expectations, and contribute to the overall success of CPKC. Accountabilities Respond to customer inquiries related to shipments, service, billing, and processes Provide accurate and timely updates on shipment status, service disruptions, and exceptions Ensure all customer interactions are documented and tracked appropriately Investigate and resolve day-to-day service issues (missed switches, delays, billing questions, etc.) Coordinate with Operations, Border Services, and other internal teams to resolve problems Escalate issues as required and follow through to completion Identify recurring issues and flag trends to leadership Support onboarding activities for new customers (system setup, process guidance, documentation) Help customers understand how to interact with CPKC services and tools Ensure customers are operationally ready to ship Assist customers with CPKC systems (portals, EDI/API tools, digital platforms) Provide basic troubleshooting and guidance for system-related issues Support increased use of digital tools and self-service capabilities Work closely with Operations, Sales, and Customer Solutions teams to support customer needs Communicate service impacts and updates clearly across stakeholders Maintain awareness of operational conditions affecting customers Interacts with customer, the goal is to meet established parameters for acceptable Quality for the best possible customer experience . The goal is to provide accurate, timely responses by using the CRM Platform. Establishes contacts with the Operations, Sales and Marketing, Service Design, and Revenue Management teams among other internal areas to support customer needs and alignment. Consequence leadership culture will be the base in the development of functions and work environment to drive results aligned with the organization. Ideal Candidate Qualifications Required Bachelor's degree from an accredited university or college, preferably in a job related major field of study 2 years of experience in customer service. Experience logistics, transportation, or rail operations environment is an asset Bilingual Eng -Spa Strong attention to detail and ability to manage multiple tasks at once Ability to pivot focus quickly Ability to investigate issues, gather information, and drive resolution Clear and professional communication skills (written and verbal) Comfort working in systems and managing transaction-based work Team-oriented with a focus on execution and follow-through Ability to perform in a 24x7 environment. Shift work is an essential function of this position 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. Ubicación del trabajo MONTERREY, Nuevo León, México. Tipo de puesto: Jornada completa/Normal #J-18808-Ljbffr