Analyst Cross Border-BNSF de Mexico

Be part of a team that values safety, inclusion, and excellence

We are one of the largest U.S. railroads transporting the nation’s freight across 28 western states and 3 Canadian provinces. As a member of our team, you will play a role in supporting the movement of essential products and materials that help feed, clothe, supply, and power communities throughout America and the world.  

We are committed to a culture where all employees are included, belong, and have equal opportunity to achieve their full potential. Come make a difference with us!

Learn more about BNSF and our Benefits

Job Location: BNSF de Mexico
Other Potential Locations: BNSF De Mexico, MX 
Anticipated Start Date: 07/27/2026
Number of Positions: 1 
Salary Range: $50,000-$60,000

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.

The Analyst Cross-Border serves as the primary liaison between BNSF and its Mexican customers, providing Spanish‑language support and ensuring seamless cross‑border rail operations. This role delivers high‑quality customer service, manages case escalations, supports operational processes, and collaborates with internal and external partners to resolve issues impacting Mexico rail traffic. The analyst is responsible for maintaining timely communication, monitoring customer inquiries, and contributing to continuous improvement initiatives within the Customer Experience Center.

Key Responsibilities

• Serve as the customer-facing contact for Mexican customers and Spanish-speaking inquiries, providing accurate, empathetic, and timely support via phone and digital channels.
• Manage daily intermodal support activities, including report reviews, customer status updates, and case resolution.
• Support eBusiness issues, Waybill and Embargo inquiries, and provide Despacho Previo access and error resolution.
• Create, manage, and escalate cases to Brokers, Customers, Operations, Marketing, and other internal partners to ensure timely resolution.
• Approve diversions for Mexico border‑crossing railcars and verify broker clearance accuracy.
• Collaborate with Mexican railroads to coordinate railcar and container movements and improve service reliability.
• Assist the Collections and Billing teams by investigating disputes and validating demurrage charges.
• Report technical or procedural issues to senior leadership for review and improvement.
• Lead or participate in special projects, pilots, and strategic initiatives assigned by senior leaders.
• Engage in cross‑training, coaching, and educational opportunities to support team development and enhance customer experience.

Daily Expectations & Workload

• Maintain availability on phones while simultaneously managing case work and customer inquiries.
• Balance time between customer interactions, meetings, training, and administrative tasks.
• Monitor queues throughout the day to ensure timely responses and minimize backlog.
• May include work beyond standard hours based on queue volume or urgent operational needs.

Qualifications

• Bilingual proficiency in English and Spanish required.
• Strong customer service orientation with the ability to communicate clearly, professionally, and empathetically.
• Ability to manage multiple tasks in a fast-paced environment while maintaining accuracy and attention to detail.
• Familiarity with rail operations, logistics, or the transportation industry preferred.
• Strong problem-solving skills and ability to collaborate across teams and departments.
• Proficiency with case management systems, reporting tools, and digital communication platforms.

Professional Development & Continuous Improvement

• Participate in ongoing training to achieve higher-tier levels and expand subject-matter expertise.
• Contribute to process improvement initiatives and share insights to enhance team performance.
• Maintain strong communication with Border Clerical, MBU Managers, CS Exceptions, Waybill, and other operational partners.
• Engage in quarterly and annual development programs, including PLT, Marketing Town Halls, and strategic planning activities.

At BNSF, you will have access to a comprehensive and competitive benefits package including:

• 1. Health Insurance
  2. Food Coupons
  3. Savings Fund
  4. Life Insurance
  5. Pension Plan
  6. Incentive Compensation Plan
  7. Christmas Bonus

Federal authority requires BNSF employees, whose work requires unescorted access to secure areas of port facilities, to obtain a TWIC.  More information is available at https://www.tsa.gov/for-industry/twic

BNSF Railway is an Equal Opportunity Employer, all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.