Coordinator Customer Service and E Business

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:

This position assists all functions within the customer solutions organization by handling Intermodal and Carload customer exception management inquiries, as well as supporting the eBusiness and Onboarding teams. This critical role enables a comprehensive understanding of the customer journey and experience through effective exception management solutions and a deep knowledge of CPKC’s electronic customer offerings. It also focuses on successfully onboarding new customers to ensure their first interaction with CPKC results in a positive Customer Experience.

This position can be based in Winnipeg, MB or Mississauga, ON or Kansas City, MO. 

POSITION ACCOUNTABILITIES:

• Lead customer engagement across issues and interactions
• Translate customer needs into solutions using CPKC systems and processes, ensuring seamless business interactions
• Provide shipment information and expedite shipments to meet customer requirements
• Handle customer contacts (calls, emails) on topics such as shipments, online tools, and empty supply status
• Proactively monitor shipments to identify and address current and potential issues
• Initiate resolutions and provide advance notifications to customers during service disruptions
• Identify systemic issues and engage with the appropriate channels for resolution
• Educate and encourage customers to use CPKC’s online tools for accessing shipment information
• Support new customer onboarding with product knowledge to meet their needs and optimize eBusiness revenue
• Contribute to network and asset efficiency improvements, promoting effective shipment movement through daily Urgent Shipment Notices and action plans
• Produce daily and weekly shipment tracking and performance reports
• Communicate key information to facilitate effective resolution of customer issues with internal teams

POSITION REQUIREMENTS:

• Bachelor’s degree or equivalent experience working with Railways
• Proficient in using a variety of software applications, including the Microsoft Office suite of applications
• Ability to manage meaningful customer interactions while remaining professional and composed, able to adjust to customers communication style
• Demonstrates a high degree of customer focus
• Proficient in effective communication, strong written and verbal skills to respond to internal and external requests for information
• Strong problem solving, organizational and planning skills
• Able to change priority and focus quickly based on emergent circumstances
• Ability to work under strict timelines and pressure
• Committed to achieving outcomes promptly
• Ability to perform in a 24x7 environment

WHAT CPKC HAS TO OFFER:

• Flexible and competitive benefits package
• Competitive company pension and/or retirement plans
• 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.  New hires may be 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

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.

For our US applicants, CPKC is an equal opportunity/affirmative action employer, inclusive of protected veterans and individuals with disabilities . For Canadian applicants CPKC is an employment equity employer committed to the principles of employment equity and inclusion. We encourage all qualified candidates to apply including women, Black, Indigenous, People of Colour (BIPOC), members of the LGBTQ+ community, and people with disabilities. Accommodations for the job application process can be provided, as appropriate, upon request. All applicant information will be managed in accordance with the federal Personal Information Protection and Electronic Documents Act (PIPEDA).

• Req ID: 104347
• Department: Information Services & Network Service Centre (NSC)
• Job Type: Full-Time
• Position Type: Non-Union
• Location: Winnipeg, Manitoba
• Country: Canada
• % of Travel: 0-10%
• Job Grade: 5
• Compensation Rate:
• Job Available to: Internal

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