Coordinator Customer Service

Canadian Pacific Railway; Winnipeg; On-site; CAD 42,000 - 60,000; Full time

Benefits offered by this job

Flexible benefits

Pension plan

Employee share purchase plan

Performance incentive plan

Annual fitness subsidy

Job summary

Canadian Pacific Railway is seeking a Customer Service Coordinator to join the 24/7 Network Service Center in Winnipeg. You will act as a vital link between customers, internal teams, and field operations, coordinating responses to inquiries and service issues to keep shipments moving.

You’ll need strong communication, organization, and the ability to manage priorities in a fast-paced rail environment. Fluency in English is required; French or Spanish is a plus, and shift flexibility is

Qualifications

• High school diploma or equivalent required; post-secondary education in Business, Logistics, Supply Chain, Transportation, Communications, or related field is asset.
• Experience in logistics, transportation, supply chain, rail operations, or a related industry with customer service in fast-paced environments is preferred.
• Fluency in English; French or Spanish is an asset; able to work 24/7 shifts including days, evenings, nights, weekends, holidays.

Responsibilities

• Respond promptly and professionally to customer inquiries related to shipments, service updates, billing, systems, and digital tools while promoting self-service capabilities.
• Monitor shipments, service exceptions, customer requests, and network conditions, providing accurate updates on status and disruptions.
• Investigate and resolve customer concerns, escalating complex issues while maintaining ownership through resolution.
• Coordinate with internal stakeholders to resolve issues, support onboarding, and ensure customers have the information and tools to ship successfully.
• Document and track interactions, requests, escalations, and resolutions in a high-volume, 24/7 environment.
• Stay informed of operational conditions and identify recurring issues or opportunities for process improvement.

Skills

Communication skills

Organizational skills

Time management

Customer focus

Problem-solving

Team collaboration

Fluency in English

Education

High school diploma or equivalent

Post-secondary in Business/Logistics (asset)

Tools

Microsoft Office

CRM systems

EDI/API platforms

Job description

Join CPKC, North America’s first transnational railroad connecting U.S., Canada, and Mexico, where your career drives progress and safety is paramount. We connect communities, fuel economic growth, and provide meaningful work in a culture that values diversity, accountability, and pride. With opportunities for training, development, and advancement, you’re not just building a career—you’re part of something bigger. Together, we move goods, connect people, and create lasting change. Your future starts here.

PURPOSE OF THE POSITION:

The Customer Service Coordinator plays a critical role in CPKC’s 24/7 Network Service Center, serving as a key link between customers, internal stakeholders, and field operations across our rail network. This position is responsible for managing customer inquiries, coordinating the resolution of service issues, and delivering timely, accurate communications that support exceptional service. Success in this role requires strong organization, sound judgment, and the ability to thrive in a fast-paced environment where responsiveness, collaboration, and customer focus drive results.

POSITION ACCOUNTABILITIES:

• Respond promptly and professionally to customer inquiries related to shipments, service updates, billing, systems, business processes, and CPKC digital tools, portals, and EDI/API platforms while promoting self-service capabilities
• Monitor shipments, service exceptions, customer requests, network conditions, and operational impacts, providing accurate and timely communication on shipment status, disruptions, delays, exceptions, and service changes
• Investigate, resolve, and follow through on customer concerns including missed switches, shipment delays, billing inquiries, system issues, and other service-related matters, escalating complex or high-impact issues while maintaining ownership through resolution
• Coordinate with internal stakeholders to resolve customer issues efficiently, support new customer onboarding activities, and ensure customers have the information, tools, guidance, and operational readiness required to ship successfully with CPKC
• Document and track customer interactions, requests, escalations, and resolutions accurately while managing multiple priorities in a high-volume, time-sensitive 24/7 operational environment with professionalism and a strong customer focus
• Stay informed of operational conditions, network impacts, and business changes, support performance metrics and service standards, complete required training, and identify recurring issues, service trends, and process improvement opportunities for leadership review

POSITION REQUIREMENTS:

• High school diploma or equivalent is required; post-secondary education in Business, Logistics, Supply Chain, Transportation, Communications, or a related field is considered an asset
• Experience in logistics, transportation, supply chain, rail operations, or a related industry is preferred, with customer service experience in a fast-paced operational, call center, or business-to-business environment considered an asset
• Strong communication, organizational, and time management skills with the ability to manage multiple priorities, maintain accuracy, and build effective relationships with customers and internal stakeholders
• Demonstrated ability to remain calm, adaptable, and solution-oriented in high-pressure, time-sensitive environments, with strong problem-solving skills and an ownership mindset to investigate issues, identify root causes, and drive resolution
• Proficiency with customer service systems, digital platforms, portals, Microsoft Office applications, and other business tools, with the ability to work independently and collaboratively in a team-oriented environment
• Fluency in English is required; French or Spanish language skills are considered an asset, and candidates must be willing and able to work shifts in a 24/7 operation, including days, evenings, nights, weekends, and statutory holidays as required by the position

WHAT CPKC HAS TO OFFER:

• Flexible and competitive benefits package
• Competitive company pension and/or retirement plans
• Employee share purchase plan
• Performance incentive plan
• Annual fitness subsidy

PRE-EMPLOYMENT REQUIREMENTS:

• Criminal history check
• Education verification
• Professional references

BECOMING A RAILROADER:

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

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.

CULTURE OF INCLUSION:

For our U.S. 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 Color (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).