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Coordinator, Customer Service

  • Req ID: 96353
  • Department: Information Services
  • Job Type: Full-Time
  • Position Type: Non-Union
  • Location: Winnipeg, Manitoba
  • Country: Canada
  • % of Travel: 0-10%
  • # of Positions: 1
  • Job Available to: Internal & External
  • Deadline to apply: 07/04/2022

 

Canadian Pacific is a transcontinental railway in Canada and the United States with direct links to major ports on the west and east coasts, providing North American customers a competitive rail service with access to key markets in every corner of the globe. CP is growing with its customers, offering a suite of freight transportation services, logistics solutions and supply chain expertise. Visit cpr.ca to see the rail advantages of CP.

 

PURPOSE OF THE POSITION

As the Coordinator Customer Service you will deliver world class service and results to our customers by providing quality and timely responses to customer calls and emails. This includes quarter backing the resolution of customer issues, monitor customer shipments as required and manage customer expectations and relationships. 

 

POSITION ACCOUNTABILITIES

  • Address customer inquiries and customer identified problems;
  • Initiate resolution of customer issues and reports back to customer on plan to resolve;
  • Provide shipment information and expedites shipments to meet customer requirements;
  • Handle contacts (calls, emails) from a variety of customers, both external and internal and on a variety of topics; shipment, online tools; empty supply status, etc;
  • Initiates proactive shipment monitoring to identify current and potential customer shipment issues;
  • Initiate resolution with advance notification to customers when a service disruption occurs;
  • Identify systemic issues and engages the appropriate channels;
  • Educate and encourage customers to use CP’s online tools to access shipment information;
  • Contribute to improvements in network and asset efficiency and improving the movement of shipments through creation of daily Urgent Shipment Notice items, action plans and interactions;
  • Produce daily and weekly shipment tracking and/or performance reports;
  • Communicate key information to allow for effective resolution of customer issues with internal stakeholders.

 

POSITION REQUIREMENTS

  • Bachelor’s degree or Equivalent Railway Experience;
  • Proficient in the use of a variety of computer applications, including the Microsoft Office suite of applications;
  • Ability to handle difficult customers and remain professional and composed, able to adjust to customers communication style;
  • 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 CP HAS TO OFFER: 

  • Flexible and competitive benefits package
  • Competitive company pension plan
  • Employee Share Purchase Plan
  • Performance Incentive Program 
  • Annual Fitness Subsidy

 

ADDITIONAL INFORMATION: 

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

 

Background Investigation:

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

  • Criminal history check
  • Reference check

 

Management Conductor Program:

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

 

CP is an equal opportunity employer committed to the principles of employment equity and inclusion. We welcome applications from all qualified individuals. All applicant information will be managed in accordance with the federal Personal Information Protection and Electronic Documents Act ("PIPEDA").

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