Manager Customer Support (Training)
Fort Worth, TX, United States
**Manager Customer Support (Training)**
**Location:** Fort Worth, TX, US, 76131 **Job Location:** Fort Worth
**Other Potential Locations:** Fort Worth, TX
**Anticipated Start Date:** 03/01/2022
**Number of Positions:** 1
**Salary Range:** $64,600-$93,300
**Who we are and what we do**
**What we believe**
At BNSF, our Vision and Values drive who we are, not only in our words, but also our actions. BNSF is committed to our foundational values of equality and inclusion. As members of the BNSF community, our employees are entitled to:
* be treated with dignity and respect.
* have equal access to tools, resources, training and development opportunities.
* have equal opportunity to achieve their full potential.
We model the way through our leadership, our BNSF Diversity Councils, our eclectic Business Resource Groups, our deep involvement and investment in the communities we serve and through training programs. Our actions create an inclusive, open and collaborative workplace that encourages diverse perspectives in all interactions.
**-BNSF** * Develop materials and facilitate training for Customer Support and Marketing projects including Salesforce, specific systems and processes that drive quality and exceptional customer service.
* Enable employees through training to understand and manage daily network flows, trends, and performance.
* Train employees to utilize movement data sources to make recommendations and to ensure customer expectations are met.
* Design and facilitate training in the areas of quality, soft skills, and leadership, to enable marketing employees to provide superior customer satisfaction to both internal and external customer.
* Work with leadership to develop and implement new training programs.
* Participate in customer meetings as required.
* Bachelors degree.
* Ability to work effectively in a team environment. Occasional business travel is required.
* Excellent oral and written communication skills, and the ability to develop and deliver effective presentations to all levels of the organization.
* Ability to design and facilitate formal training classes.
* Knowledge of the intermodal and carload operating networks.
* Ability to quickly analyze and identify root causes of service problems and develop and implement resolutions to those problems.
* Effective interpersonal and customer awareness skills.
* A broad understanding of waybilling and other post sales transaction processes.
* Analytical skills and abilities.
* Knowledge of Customer Support.
* Proficiency in mainframe and PC applications (TSS, Salesforce, eCommerce tools, Microsoft Office, and Data Warehouse).
* Proficiency with Computer Base Training tools (Adobe Captivate, Lectora, Articulate).
* Proficiency with photo and film editing tools and suites (Adobe Premier, Photoshop, Final Cut).
* Medical, Dental and Vision Coverage
* 401(k) Plan
* Railroad Retirement
* Life Insurance
* Incentive Compensation Plan (ICP)
* Tuition Reimbursement Program
* Criminal history
* Last 7 years of driving history
* Last 5 years of employment history to include military service
* Social Security number
* Education
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