Coordinator Customer Solutions

Canadian Pacific Railway; Winnipeg; Hybrid; CAD 55,000 - 75,000; Full time

Benefits offered by this job

Flexible benefits

Pension plans

Employee Share Purchase Plan

Performance Incentive Plan

Annual Fitness Subsidy

Job summary

Canadian Pacific Railway is seeking a Coordinator Customer Solutions in Winnipeg to deliver world-class customer service for Carload, Intermodal, and E-Business customers. You will quarterback issue resolution, monitor shipments, manage expectations, and support internal teams to ensure timely, accurate responses.

The role requires at least 2 years in customer service, strong communication, and the ability to work in a 24x7 environment.

Qualifications

• 2 years of customer service experience; logistics/rail experience a plus.
• Excellent written and verbal communication skills.
• Detail-oriented with ability to multitask.
• Ability to investigate and drive issue resolution.
• Comfort working with systems and transactional work.

Responsibilities

• Respond to customer inquiries about shipments, service, billing, and processes.
• Provide timely shipment updates and notify of disruptions or exceptions.
• Document and track all customer interactions accurately.
• Investigate and resolve day-to-day service issues (delays, billing questions).
• Coordinate with Operations, Border Services, and internal teams to resolve problems.
• Escalate issues when needed and follow through to completion.
• Identify recurring issues and flag trends to leadership.
• Assist onboarding for new customers (system setup and guidance).
• Help customers understand how to use CPKC services and tools.
• Ensure customers are ready to ship operationally.
• Assist with CPKC portals, EDI/API tools, and digital platforms.

Skills

Attention to detail

Pivoting

Issue resolution

Clear communication

Systems proficiency

Team player

Shift work ready

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:

As the Coordinator Customer Solutions, you will deliver world-class service and results to our customers by providing quality and timely responses to customer calls and emails. You will be responsible for supporting the day-to-day execution of customer service for Carload, Intermodal, and E‑Business customers; this includes quarterbacking the resolution of customer issues, monitoring customer shipments as required and managing customer expectations and relationships.

POSITION ACCOUNTABILITIES:

• Respond to customer inquiries related to shipments, service, billing, and processes
• Provide accurate and timely updates on shipment status, service disruptions, and exceptions
• Ensure all customer interactions are documented and tracked appropriately
• Investigate and resolve day-to-day service issues (missed switches, delays, billing questions, etc.)
• Coordinate with Operations, Border Services, and other internal teams to resolve problems
• Escalate issues as required and follow through to completion
• Identify recurring issues and flag trends to leadership
• Support onboarding activities for new customers (system setup, process guidance, documentation)
• Help customers understand how to interact with CPKC services and tools
• Ensure customers are operationally ready to ship
• Assist customers with CPKC systems (portals, EDI/API tools, digital platforms)
• Provide basic troubleshooting and guidance for system-related issues
• Support increased use of digital tools and self-service capabilities
• Work closely with Operations, Sales, and Customer Solutions teams to support customer needs
• Communicate service impacts and updates clearly across stakeholders
• Maintain awareness of operational conditions affecting customers

POSITION REQUIREMENTS:

• 2 years of experience in customer service. Experience logistics, transportation, or rail operations environment is an asset
• Strong attention to detail and ability to manage multiple tasks at once
• Ability to pivot focus quickly
• Ability to investigate issues, gather information, and drive resolution
• Clear and professional communication skills (written and verbal)
• Comfort working in systems and managing transaction-based work
• Team-oriented with a focus on execution and follow-through
• Ability to perform in a 24x7 environment. Shift work is an essential function of this 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).