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KCS divides Louisiana customer-service center into three components


Kansas City Southern recently reorganized its Shreveport, La., customer-service center into three separate groups (rail operations, customer service, and Electronic Data Interchange (EDI)/billing and demurrage) because of operational-process changes tied to the roll out of its Management Control System computer platform.

The rail-operations group, which primarily is responsible for processing work-order feedback, will be led by Marcus Burns, who was named general director of data quality, according to a prepared statement.

KCS also named Darin Selby and Mike Bryant assistant directors of rail operations. Selby will be responsible for the railroad's Transcontinental Division and Shreveport terminal; Bryant, the Mid-Continent Division and Kansas City terminal.

To head the customer-service group, KCS named Jennifer Fussell assistant director of customer service. Fussell will be responsible for refining the railroad's problem-resolution process, and interfacing with customers
regarding general inquiries and car expediting.

Meanwhile, Assistant Vice President of Customer Service Janice McNeal will continue to be responsible for the entire customer service center, and act as a liaison between field operations, the service center and customer.

And Peter Nygren will continue serving as director of EDI, and Barbara Sheppard, director of customer service.

Contact Progressive Railroading editorial staff.

More News from 8/29/2002