Railway Customer Service Representative

6 days ago

New Westminster, Canada Southern Railway of British Columbia Limited (SRY) Full time

Join our team at Southern Railway of British Columbia Limited ("SRY") as a Railway Customer Service Representative ("CSR") and play a vital role in ensuring excellent customer service and efficient logístical operations across our railway network. As a CSR, you will be responsible for assisting customers with forecasting, delivery planning, resolving complaints, and coordinating equipment moves across our railway. Working in a fast-paced, team environment, you will interact with internal and external stakeholders daily to ensure accurate transportation instructions and create a positive delivery experience for our customers.

Reporting to the Manager, Customer Service, who is responsible for a team of eight professionals working in a collaborative team environment, the responsibilities of the Customer Service Representative are as follows:

- Facilitates efficient rail movements from Class 1 interchange to rail processing yards to Customer facilities;
- Prepares and processes freight documents and shipping instructions that comply with regulatory requirements;
- Works with our customers, forecasts and plans inbound/outbound shipments with our operational team;
- Ensures excellent customer service by promptly responding to customer requests and maintains positive relationships with customers;
- Forecasts, orders, and distributes rail equipment in accordance with operational dynamics across our railway, using planning tools to promote efficient operations across our railway;
- Initiates freight charges and billing in accordance with railway tariffs and company procedures;
- Maintains accurate records and data reporting of customer shipments and service performance;
- Fosters an environment of continuous improvement to ensure efficiency and effectiveness from both an operational and customer support view through the review and analysis of KPIs;
- Handles and resolves issues or challenges that may arise during the transportation process by collaborating with internal teams and external stakeholders, working to minimize customer disruptions;
- May occasionally walk the yard to verify rail car as required by operations; and
- Other duties as assigned.

To be considered for the Customer Service Representative role, you should have the following qualifications:

- Completion of a Business Administration, Logistics, or Transportation diploma or degree from a post-secondary institution;
- Customer service experience in an industrial or transportation environment would be beneficial;
- Outstanding customer service skills that will allow you to build strong stakeholder relationships;
- Active listening skills and the ability to respond to customer inquiries in a timely manner;
- Excellent interpersonal skills with an ability to develop strong business relationships, and demonstrate the capability of working effectively with cross-functional teams;
- Strong problem-solving and analytical skills;
- The ability to maintain productivity under pressure and changing conditions;
- The ability to work effectively in a fast-paced, ever-changing environment;
- An entrepreneurial spirit with strong business acumen;
- Strong abilities working with MS Business Suite (Word, Excel, Outlook). Familiarity with SharePoint and Power BI is an asset.

**Additional Information**:

- This job requires the incumbent to work a variety of shifts ranging from day to afternoon or graveyard on any day of the week including weekends and statutory holidays.
- You will need to wear Personal Protective Equipment (PPE) when walking the yard to verify rail cars.
- This is a unionized position with a competitive salary and benefits package. All new hires will be required to undergo pre-employment medical testing, personnel assessment testing, and reference & criminal record checks.
- **Southern Railway of British Columbia is an Equal Opportunity Employer.**_

**Job Types**: Full-time, Permanent

**Salary**: $38.17 per hour

**Benefits**:

- Company events
- Company pension
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care
- Wellness program

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Day shift
- Evening shift
- Every Weekend
- Monday to Friday
- Morning shift
- Night shift

Ability to commute/relocate:

- New Westminster, BC V3M 6S3: reliably commute or plan to relocate before starting work (required)

Application question(s):
**Education**:

- Bachelor's Degree (required)

Licence/Certification:

- Canadian SIN or working visa/permit (required)
- and clean BC Driver's license (min. class 5)? (required)

Shift availability:

- Day Shift (required)
- Night Shift (required)
- Overnight Shift (required)

Work Location: In person

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