Analyst / Senior Analyst Customer Support

Apply early as this job may be removed or filled prior to the closing date, which is approximately seven (7) days after the posting date.

Job Location: Fort Worth
Anticipated Start Date: 09/01/2022
Number of Positions: 1 
Salary Range: $50,800 - $79,400
Salary Band: 27; 28

This position is located at our Fort Worth, Texas corporate office and has the potential to be a hybrid position with up to 50% remote work.

We are committed to a culture where all employees are included, belong, and have equal opportunity to achieve their full potential.  Career development is a lifelong process. That's one of the many exciting and rewarding aspects of working on our railroad. Regardless of where we work or what we do, we always have an opportunity to continue to learn and grow.

SAFETY 

At BNSF, Safety is a core value of how we do business. Each and every day, our employees are committed to approach one another about safety, which is key in realizing our vision. Employees are also expected to comply with company and federal safety & health regulations, safety rules & policies, as well as procedures that guide work practices to reduce risk to exposure.  Such work practices include but are not limited to wearing required safety equipment, responding to safety concerns, and taking appropriate actions in the event of an emergency. 

DUTIES/RESPONSIBILITIES 

• Serve as primary customer point-of-contact and act as an intermediary and educator in support of BNSF service offerings 

• Protect the customer's interest by identifying and resolving daily tactical service issues 

• Compile statistical documentation for chronic or systematic problem identification 

• Create proactive reports to assist customers in tracking their shipments 

• Respond to customer inquiries and coordinate resolution of billing, schedule, and equipment issues 

• Provide feedback in the development and design of service and system enhancements to improve business processes and strategic marketing information 

• Coordinate workflows and manage time to correspond to the customer's business needs

The duties and responsibilities in this posting are representative categories to be used in deciding whether to apply for this position. This is not an exhaustive list of the position’s duties. 

SHIFTS/HOURS 

• Subject to a 24-hour/7-day per week work schedule that includes holidays and weekends 

TRAVEL 

• Minimal business travel 

BASIC QUALIFICATIONS 

• Bachelor’s Degree 

• Strong interpersonal and customer service skills, such as empathetic listening, rapport building and perception shifting 

• Excellent oral and written communication skills 

• Ability to identify root causes of service issues, provide supporting analysis, and present recommendations for resolution to BNSF leaders 

• Able to work the above shift/hours 

• Self-directed and well-organized with attention to detail 

• Ability to walk, stand and sit occasionally with breaks 

PREFERRED QUALIFICATIONS 

• Working knowledge of mainframe and desktop applications 

• Bilingual in Spanish (ability to read, write and communicate)   

• 1 year verifiable work experience at BNSF or in a Supply Chain or Logistics field 

• 1 year verifiable work experience in Customer Service, Sales or related field 

• Knowledge of Customer Relationship Management software, such as Salesforce                                       

BENEFITS

BNSF offers competitive benefit programs and services including, but not limited to 

• Medical, Dental and Vision Coverage
• 401(k) Plan
• Railroad Retirement
• Life Insurance
• Incentive Compensation Plan (ICP)
• Tuition Reimbursement Program

BNSF Railway is an Equal Opportunity Employer Minorities/Women/Veterans/Disabled.

BACKGROUND INVESTIGATION ELEMENTS

•     Criminal history 
•     Last 7 years of driving history
•     Last 5 years of employment history to include military service
•     Social Security number
•     Education

•     Medical evaluation
•     Drug Screen
•     Other elements as needed

SF: Internal Posting Only; MO | [[mfield5]] | Marketing | Fort Worth, TX | 76131