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Coordinator Customer Service

4 months ago

Kansas City, Missouri, United States CPKC Full time

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 to learn about the CPKC advantage, our purpose and culture.

PURPOSE OF THE POSITION:

As the Coordinator Customer Service you will deliver world-class service and results to our customers by providing quality and timely responses to customer calls and emails. This includes quarter backing the resolution of customer issues, monitoring customer shipments as required and managing customer expectations and relationships.

POSITION ACCOUNTABILITIES:

  • Address customer inquiries and customer-identified problems
  • Initiate resolution of customer issues and report back to customer on plan to resolve
  • Provide shipment information and expedite shipments to meet customer requirements
  • Handle contacts (calls, emails) from a variety of customers, both external and internal and on a variety of topics; shipment, online tools; empty supply status, etc
  • Initiates proactive shipment monitoring to identify current and potential customer shipment issues
  • Initiate resolution with advance notification to customers when a service disruption occurs
  • Identify systemic issues and engage appropriate channels
  • Educate and encourage customers to use CPKC's online tools to access shipment information
  • Contribute to improvements in network and asset efficiency and improve the movement of shipments through the creation of daily Urgent Shipment Notice items, action plans and interactions
  • Produce daily and weekly shipment tracking and/or performance reports
  • Communicate key information to allow for effective resolution of customer issues with internal stakeholders

POSITION REQUIREMENTS:

  • Bachelor's degree or Equivalent Railway Experience
  • Bilingual in English and Spanish is an asset
  • Proficient in the use of a variety of computer applications, including the Microsoft Office suite of applications
  • Ability to handle difficult customers and remain professional and composed, able to adjust to customers communication style
  • Demonstrates a high degree of customer focus
  • Ability to communicate effectively, strong written and oral skills to respond to internal and external requests for information
  • Strong problem solving, organizational and planning skills
  • Ability to work under strict timelines and pressure
  • Results-oriented with a sense of urgency
  • 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
  • Employer Funded Retirement Plan
  • Employee Share Purchase Plan
  • Performance Incentive Program
  • Annual Fitness Subsidy
  • Part-time Studies Program

ADDITIONAL INFORMATION:

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

Drug Test Elements:

CPKC is committed to the safety and health of its employees and the general public. All new hires are required to undergo a drug screen. We appreciate your cooperation in keeping CPKC safe and drug free.

Background Investigation:

The successful candidate will need to successfully complete the following clearances:

  • Criminal history check
  • Reference check
  • Last 3 years of driving history
  • Last 7 years of employment history; includes military service
  • Social Security number verification

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.

CPKC is an equal opportunity/affirmative action employer, inclusive of protected veterans and individuals with disabilities.

  • Req ID:
  • Department: Strategic Planning
  • Job Type: Full-Time
  • Position Type: Non-Union
  • Location: Kansas City, Missouri
  • Country: United States
  • % of Travel: 0-10%
  • # of Positions: 2
  • Job Grade: 5
  • Job Available to: Internal & External

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