Coordinator Customer Service and E Business

CPKC; Mississauga; On-site; CAD 45,000 - 70,000; Full time

Job summary

Join a forward-thinking company as a Coordinator in Customer Service and E-Business, where you will play a vital role in enhancing the customer journey. This position involves managing customer inquiries, providing shipment information, and supporting new customer onboarding. You will engage with customers to solve issues, utilize online tools, and contribute to network efficiency. With a focus on professional development and a commitment to customer satisfaction, this role offers a unique opportunity to make an impact in a dynamic environment. Be part of a team that values innovation and excellence while connecting a continent.

Benefits

Flexible benefits package

Retirement plans

Employee Share Purchase Plan

Performance Incentive Program

Annual Fitness Subsidy

Part-time Studies Program

Qualifications

• Bachelor's degree or equivalent experience in Railways.
• Proficient in Microsoft Office applications.

Responsibilities

• Lead customer engagement and manage interactions professionally.
• Provide shipment information and expedite shipments to meet customer requirements.
• Support onboarding of new customers and optimize eBusiness revenue.

Skills

Microsoft Office

Customer Service

Problem Solving

Communication Skills

Organizational Skills

Education

Bachelor's Degree

Job description

Coordinator Customer Service and E Business

Join to apply for the Coordinator Customer Service and E Business role at CPKC.

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 more 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. It 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. The role also focuses on onboarding new customers to ensure their first interaction with CPKC is positive.

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

Position Accountabilities:

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

Position Requirements:

1. Bachelor’s degree or equivalent experience working with Railways
2. Proficient in Microsoft Office applications
3. Ability to manage customer interactions professionally and adapt communication style
4. High customer focus
5. Strong written and verbal communication skills
6. Problem-solving, organizational, and planning skills
7. Ability to adapt quickly to changing priorities and focus
8. Work under strict timelines and pressure
9. Committed to achieving outcomes promptly
10. Ability to work in a 24x7 environment

What CPKC Offers:

• Flexible benefits package
• Retirement plans
• Employee Share Purchase Plan
• Performance Incentive Program
• Annual Fitness Subsidy
• Part-time Studies Program

Additional Information:

Location may change based on organizational needs. New hires may require a drug test and background checks. CPKC is an equal opportunity employer committed to inclusion and diversity. Accommodations are available upon request.