Coordinator Customer Service

CPKC; Winnipeg; On-site; CAD 42,000 - 64,000; Full time

Job summary

CPKC, North America's first transnational railroad connecting U.S., Canada, and Mexico, seeks a Customer Service Coordinator for the 24/7 Network Service Center in Winnipeg, Manitoba. You will manage inquiries, coordinate resolutions, and deliver timely service information with strong organization and customer focus.

Role emphasizes ownership, collaboration with internal teams, and the ability to thrive in a fast-paced environment.

Qualifications

• High school diploma or equivalent; post-secondary education is an asset.
• Experience in logistics, transportation, or a customer-service environment is preferred.
• Fluency in English; willingness to work 24/7 shifts including nights and weekends.

Responsibilities

• Respond promptly and professionally to customer inquiries related to shipments, service updates, billing, and digital tools.
• Monitor shipments and service changes; communicate status, disruptions, and delays.
• Investigate and resolve customer concerns; escalate complex issues as needed.
• Coordinate with internal stakeholders to onboard new customers and enable successful shipping.
• Document interactions and manage multiple priorities in a 24/7 operation.
• Stay informed of network conditions and contribute to process improvements.

Skills

Customer service

Communication

Time management

Problem solving

Ownership mindset

Teamwork

Education

High school diploma

Post-secondary education asset

Tools

MS Office

EDI/API platforms

CPKC digital tools

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
• Part-time studies program

PRE-EMPLOYMENT REQUIREMENTS

Background Investigation

• 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).

• Req ID: 106438
• Department: Information Services & Network Service Centre (NSC)
• Job Type: Full-Time
• Position Type: Non-Union
• Location: Winnipeg, Manitoba
• Country: Canada
• % of Travel: 0-10%
• # of Positions: 1
• Job Grade: 5
• Job Available to: Internal & External