Railway Customer Service Representative

15 hours 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

Pay: $38.93 per hour

Expected hours: 37.5 per week

**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**:

- Secondary School (required)

Licence/Certification:

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

Work Location: In person

Application deadline: 2025-01-19

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