Manager Customer Support & Service Delivery

Canadian Pacific (CP) and Kansas City Southern (KCS) are now CPKC. As the only truly North American railway, we are making big moves! Drawing on our strong foundations and heritage, CPKC moves essential goods across our 20,000-mile network to support economic growth throughout Canada, the U.S. and Mexico. Be a part of history as we connect a continent and create exciting career opportunities across our new transnational network. Visit cpkcr.com to learn about the CPKC advantage, our purpose and culture.

PURPOSE OF THE POSITION:

CPKC has an opening for a manager for the Customer Solutions team.  The Manager, Customer Support and Service Delivery, leads a team of customer service professionals to deliver world-class service resulting in a positive customer experience. This dynamic role provides direction and support to the Customer Solutions team to deliver the highest level of customer service to our customers, assesses and anticipates customer requirements and works to WOW our customers daily.  This role will work closely with marketing and sales, operations, and other business partners to build strong customer relationships.

POSITION ACCOUNTABILITIES:

• Proactively lead and engage a team of Customer Solutions professionals, oversee team performance and individual employee development
• Responsible for the identification, collection, and analysis of key customer solutions metrics
• Identify best practices for handling first level support for customer inquiries and concerns
• Manage escalation of systemic issues and urgent shipments for required action to senior leaders in operations, network service center and marketing and sales
• Identify opportunities for systemic resolution and continuous improvement regarding the delivery of customer solutions processes
• Accountable for employing a variety of tools such as customer feedback, best practices, and customer satisfaction surveys to drive positive customer experience
• Develop customer notices and bulletins
• Collaborate with Intermodal Customer Solutions and eBusiness to optimize process improvements and cross training to increase team capacity
• Develop strategies to communicate CPKC performance through score-carding and lead customer business reviews
• Monitor individual Customer Service Coordinator performance, engage in regular performance discussions, and serve as mentor to develop and/or improve skill-sets
• Ability to manage challenging customer interactions and remain professional and composed, able to adjust to customers communication style
• Manage staffing budget

POSITION REQUIREMENTS:

• Bachelor’s degree or equivalent education and experience
• Proficient in the use of a variety of CPKC computer applications, including Salesforce
• Demonstrates a high degree of customer focus
• Ability to communicate effectively, strong written and oral skills to respond to internal and external requests for information
• Strong problem solving, organizational and planning skills
• Ability to work under strict timelines and pressure
• Results-oriented with a sense of urgency
• Ability to perform in a 24x7 environment

WHAT CPKC HAS TO OFFER:

• Flexible and competitive benefits package
• Employer Funded Retirement Plan
• Employee Share Purchase Plan
• Performance Incentive Program
• Annual Fitness Subsidy
• Part-time Studies Program

ADDITIONAL INFORMATION:

As an employer with North American presence, the possibility does exist that the location of your position may be changed based on organizational requirements.

Drug Test Elements:

CPKC is committed to the safety and health of its employees and the general public.  All new hires are required to undergo a drug screen.  We appreciate your cooperation in keeping CPKC safe and drug free. 

Background Investigation:

The successful candidate will need to successfully complete the following clearances:         

• Criminal history check
• Reference check
• Last 3 years of driving history
• Last 7 years of employment history; includes military service
• Social Security number verification

Management Conductor Program:

Becoming a qualified conductor or locomotive engineer is the single best way for a management employee to learn the business at CPKC. You may be required to obtain a certification or to maintain your current certification/qualification as a conductor or locomotive engineer.

CPKC is an equal opportunity/affirmative action employer, inclusive of protected veterans and individuals with disabilities. 

• Req ID: 102683
• Department: Strategic Planning
• Job Type: Full-Time
• Position Type: Non-Union
• Location: Kansas City, Missouri
• Country: United States
• % of Travel: 0-10%
• # of Positions: 1
• Job Grade: 4
• Job Available to: Internal & External

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