Planting and harvesting connections between BNSF and farmers
By PAIGE ROMANOWSKI
Staff Writer
In both farming and railroading, the principle of reaping what you sow holds true. Farmers and railroaders share values of hard work, dedication and keeping the nation supplied with food and energy. BNSF is proud of our history of collaboration with agriculture customers, including that we are the first and only railroad to establish an ombudsman program.
An ombudsman acts as a liaison between BNSF and customers and shippers. They actively engage with the shippers and the receivers of agricultural products, support our customers to make sure that BNSF is providing the service they expect, and navigate market supply and rates.
According to Mignon Lambley, a member of our four-person ombudsman team alongside Mike McKay, Matt Jenson, Roger Hsieh, being an ombudsman takes an understanding of the agriculture industry and the ability to connect with each aspect of the industry.
“Being an ombudsman is all about fixing problems and doing it for the customers,” Lambley said. “I’m customer-oriented and tend to play devil’s advocate on behalf of our customers. If the customer is happy, they trust us with their freight and are likely to continue the relationship.”
Lambley has the advantage of perspective. From the farm to the elevator to the transport and sale of agricultural products, she has been a part of the American agricultural experience since childhood.
She was raised on a farm in Missouri and then pursued majors in plant science and agriculture economics. After college, Lambley worked for a grain elevator in Memphis, Tennessee, merchandising corn, soybeans, soft red winter wheat and sorghum then arranging shipment on barges to New Orleans for export.
She later moved to Kansas City, Missouri, and was a risk manager and commodities broker at the Kansas City Board of Trade helping producers hedge and market their crops. In 2003, Lambley joined BNSF, pricing specialty grains and wheat before becoming an ombudsman.
“Every day is different,” Lambley explained of her role. “You could walk in and discuss rates one day, give a facility tour to university groups the next day, and the following week you might bring customers to headquarters for a meeting.”
A BNSF ombudsman has many responsibilities, but Lambley says the people are what make the role so rewarding.
“The people in the ag sector are the best,” she said. “That’s why I’ve never moved out of the ag department at BNSF. They’re my people. Being from that background, it reminds me of family. And when our customers and producers contact us, there’s an understanding that they trust you and truly need our help.”
Outside of work, she’s still immersed in agriculture. Living on a 5,000-acre farm and ranch in the panhandle of Oklahoma, the whole family helps grow wheat and sorghum, work cattle, feed calves and many other farm operations. Lambley’s three sons have also embraced the agricultural lifestyle and participate in Future Farmers of America and 4-H.
Lambley also served on her local co-op board, drawing on her experience from her career to advise her own rural community.
“Because of my experience with governance and the market with BNSF, I was asked to serve on the board,” said Lambley. “I was trusted to understand our members' needs and our capabilities to serve them.”
The important role of the BNSF ombudsman stems from their connection with the community and customers. Having collaborated with producers for more than 170 years, we have developed innovations that make the U.S. agricultural supply chain among the most efficient and productive globally.
Learn more about BNSF’s ombudsman program from the Northern Ag Network’s recent podcast.
