Supervisor, Customer Service

Ontario Northland; Englehart; On-site; CAD 88,000 - 105,000; Full time

Job summary

An established industry player is seeking a Supervisor for their Customer Service team. This role is pivotal in overseeing the Crew Management Centre, ensuring efficient operations and high service standards. You will manage customer interactions, coordinate logistics, and lead a team of dedicated professionals. The ideal candidate will possess strong supervisory and customer service skills, along with a commitment to health and safety. Join a forward-thinking organization that values your unique skills and offers a competitive salary and benefits package, while making a significant impact in the transportation sector.

Benefits

Competitive Salary

Defined Benefit Pension Plan

Paid Vacation

Paid Personal Leave Days

Discounted Transportation

Qualifications

• 2-3 years in a supervisory role with strong customer service experience.
• Knowledge of train schedules and rail operations is an asset.

Responsibilities

• Oversee daily operations of the Customer Service Unit ensuring high service standards.
• Manage customer interactions and coordinate service logistics effectively.

Skills

Customer Service

Supervisory Skills

Communication Skills

Coordination and Planning

Time Management

Interpersonal Skills

Education

College Diploma in Business Administration

2 years of Rail Experience

Tools

Microsoft Office

Rail Management Information (RMI)

Job description

POSITION: Supervisor, Customer Service
REPORTS TO: Manager Train Service
DEPARTMENT: Rail Transportation
LOCATION: Englehart
REFERENCE: 100-57-26
SALARY: $88,868 - $104,546

WHO WE ARE:
Ontario Northland Transportation Commission (ONTC) is an Agency of the Province of Ontario that provides efficient and vital transportation services. We are a modern, forward-thinking organization focused on providing safe and reliable transportation services. ONTC has a rich history of over 120 years and strong connections to the communities we serve. With over 1000 skilled professionals, we work together to enhance transportation services and ensure that they are sustainable for future generations. We offer a dynamic workplace culture, along with a competitive salary, excellent benefit package, a defined benefit pension plan, paid vacation, paid personal leave days and discounted transportation on our bus and passenger rail services.

ACCOUNTABILITY STATEMENT:
The Supervisor, Customer Service oversees the daily operations of the Crew Management Centre/Customer Service Unit (CMC/CSU) and janitorial staff, ensuring efficient performance and high service standards. This role is responsible for managing customer interactions, coordinating service logistics, overseeing administrative processes, utilizing internal systems, and preparing regular operational reports for customer rail car activity.

MAJOR DUTIES/ RESPONSIBILITIES:

• Communicate daily with customers regarding car requirements, demurrage, billing, RVP/EBOL, and issue resolution
• Build strong partnerships with customers and internal departments
• Collaborate with Rail Freight Review to audit and reconcile month-end reports, ensuring accuracy of demurrage and storage fees
• Coordinate car movements and manage diversions as needed
• Investigate and resolve issues in waybill reports, check car reports, and support Electronic Data Interchange (EDI) waybill troubleshooting
• Monitor and update car records to ensure accurate and timely billing
• Maintain accurate and up-to-date Repetitive Waybill Codes (RWC)
• Oversee the correct application of the Ancillary Services Tariff
• Supervise and provide daily guidance and technical support to unionized employees across multiple shifts in North Bay, Englehart, Cochrane, and Moosonee
• Manage employee scheduling and payroll
• Ensure compliance with all health and safety policies and procedures, including mandatory training sign-offs
• Address and resolve employee conflicts as they arise
• Ensure adherence to the collective agreement
• Conduct performance management activities, including probationary reviews
• Train, mentor, and coach employees to support the correct implementation of processes
• Serve as a liaison between Customers, Marketing, and Operations to ensure CSU processes are followed and to identify areas for improvement
• Enter customer information into Wabtec’s computer system
• Train and support customers in the use of Rail Visual Planning and Electronic Bill of Lading (RVP/EBOL

REQUIREMENTS:

• College diploma in Business Administration or equivalent of 2 years of rail experience
• 2 to 3 years experience in a supervisory or leadership role
• 2 to 3 years of hands-on experience in customer service
• Knowledge of train schedules, yard operations and rail car types is considered an asset
• Familiar with Rail Management Information (RMI) and other transportation system programs is considered and asset
• Familiarity with asset management principles and practices is considered an advantage
• Proficiency with Microsoft Office applications, specifically Outlook, Teams, Excel, PowerPoint, and Word
• Valid G driver’s license with willingness to travel to all locations within Ontario Northland (up to 50%)
• Strong oral and written communication
• Strong coordination and planning skills, with a proven ability to manage multiple tasks and deadlines efficiently
• Excellent time management and organizational skills
• Interpersonal relationship skills with ability to build partnerships
• Commitment to health and safety

BACKGROUND INVESTIGATION: The successful candidate will need to pass the following clearances: criminal record check, employment references and education verification.

CLOSING DATE: May 20, 2025, no later than 11:59 p.m. We thank all applicants for their interest; however, only those selected for an interview will be contacted. Qualified individuals are invited to apply in writing with a current covering letter and resume (provided in one document), stating reference name and number. Visit our career website to apply: https://www.ontarionorthland.ca/en/careers

At Ontario Northland, we are committed to employment equity. We value the unique skills and experiences each person brings to Ontario Northland and invite all interested individuals to apply and encourage applications from Indigenous peoples, racialized persons, women, persons with disabilities, and persons who identify as 2SLGBTQIA+.

Ontario Northland will provide accommodation to ensure barrier-free employment in accordance with the Canadian Human Rights Act and the Accessibility for Ontarians with Disabilities Act. You can request accommodation at any stage of the hiring process. If you require an accommodation, please contact Human Resources.

Les offres d'emploi sont également disponibles en français. Visitez notre site Web sur les carrières ou appelez le 1-800-363-7512, poste 394 pour plus de renseignements.